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Complaints Handler - Insurance - Part Home Working Available

Stockport, Cheshire
Remote Working
Remote Working
£19,300 to £25,000
Job Type
21 Jul 2022

We are working with an Insurance Brokers in the Stockport area to find them a Complaints Handler.

This firm have introduced a 4 day working week policy which doesn t affect your full time annual salary or bonuses. Salary up to £23500 plus excellent benefits including the option to work from home.

The Complaints Handler will be responsible for responding to all customer complaints. Investigating the complaint and responding to and resolving complaints liaising with the FOS (Financial Ombudsman Service) when required.

Key Duties and Responsibilities

  • Communicating with the customer via phone, email, or letter
  • To support the complaints manager in implementing a world class complaints management process
  • To adhere to the implementation of complaints policies and procedures
  • Handling a large portfolio of vehicle insurance complaints in a fast-paced environment by managing priorities and time effectively
  • To find ways of improving efficiencies and effectiveness of processes
  • To review and investigate complaints bringing them to a satisfactory close within the agreed SLA s
  • To promote governance development within and provide feedback to the department heads
  • To ensure the effective management of complaints in line with regulatory bodies ensuring adherence to the framework providing responses that address the complainant s concerns
  • Ensure that maintenance of a company-wide complaints reporting and tracking system
  • Appropriately escalating complaints to the Complaints Manager
  • Liaison with the Financial Ombudsman Service when customers have complained to them directly
  • Working to strict targets which apply to both quality and productivity
  • Always deliver excellent customer service
  • Learning to write bespoke final response letters &/or emails to the customer
  • Recording complaint details accurately on all relevant systems and databases

Knowledge, Skills and Experience

  • Knowledge of working within complaints and customer service environment
  • Demonstrable complaint handling experience
  • Excellent Customer Service skills
  • Excellent telephony skills
  • Strong attention to detail
  • Ability to multi-skill
  • Ability of using Microsoft Office - with a focus on Word and Excel
  • Strong numeracy and written communication skills
  • Knowledge of working within an FCA regulated environment is desirable
  • Motor claims experience is desirable
  • Ability to remain calm when under pressure
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  • Job Reference: 663286324-2
  • Date Posted: 21 July 2022
  • Recruiter: ST Resourcing Ltd
    ST Resourcing Ltd
  • Location: Stockport, Cheshire
  • Remote Working: Some remote working possible
  • Salary: £19,300 to £25,000
  • Sector: Banking & Financial Services
  • Job Type: Permanent