Complaints Handler

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.