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Complaints Handler

Marley Risk Consultants Limited
Posted 8 days ago, valid for 18 days
Location

Cheltenham, Gloucestershire GL52 7YU, England

Salary

£24,000 - £28,800 per annum

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Contract type

Full Time

Life Insurance
Employee Assistance

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Sonic Summary

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  • The Complaints Handler position is located in Cheltenham and is a full-time role from Monday to Friday.
  • Candidates should have experience handling complaints in a customer service environment, particularly in the insurance claims sector.
  • The role requires excellent communication and interpersonal skills, as well as the ability to work with vulnerable customers.
  • The salary for this position is competitive, although the exact figure is not specified in the job listing.
  • Additional benefits include a generous company pension, private medical insurance, and flexible working options.

Complaints Handler

Job Location:

  • Cheltenham.

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 needed.
  • 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.

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