Complaints Handler
Job Location:
* Evesham.
Job Type:
* Full-time (Mon-Fri).
The Role:
* As a Complaints Handler you will report to the Complaints Manager and be responsible for supporting our customers in the swift resolution of complaints.
Key Activities:
* Be proactive in communicating with customers to listen and understand the complaint from their perspective.
* Investigate complaints, liaising with claims team colleagues as required, to fully understand the cause and appropriate resolution.
* Prepare investigative reports and formal letters
* Ensure complaints handling activity is fully recorded on our systems.
* Ensure your adherence to complaints handling regulations and procedures.
* Assist the Complaints Manager in supporting colleagues across the business in their understanding of complaints regulations and procedures.
* Assist the Complaints Manager in learning from complaints, using route cause analysis and subsequent data to identify recurring issues.
* Engage with our Continuous Improvement team, applying complaints learning to inform service improvements.
* Support a culture of customer service excellence where complaints are identified and resolved quickly, and lessons learned and applied to future improvements.
Skills and Experience required:
* Experience of handling complaints in a customer service environment.
* Excellent communication skills, both written and verbal.
* Interpersonal skills to engage with customer, even in emotionally charged circumstances.
* Experience of working in the insurance claims sector is highly desirable.
* Excellent organisational skills to prioritise workload and deliver against relevant timescales.
* Experience of working with vulnerable customers and the ability to sensitively communicate effectively with them
* Working knowledge of Consumer Duty and ICOBS requirements.
* Working knowledge of GDPR.
Benefits:
* Generous company pension.
* Tools/equipment required for the performance of company duties.
* Cycle to work scheme.
* Life Insurance (following successful completion of probationary period).
* Private Medical Insurance (following successful completion of probationary period).
* Casual dress policy.
* Flexible Working.
* Free on-site parking (where available).
* EV charging points (where available).
* Employee Assistance Programme.
* Free Gym Membership.
* Cycle to work scheme.
* Tech scheme.