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- Act as the first point of contact for customers with complaints, addressing each case with empathy, clarity, and professionalism.
- investigate complaints thoroughly, paying attention to detail whilst gathering all relevant information and documentation.
- Provide prompt and accurate resolutions to customer complaints, ensuring that issues are addressed effectively and in compliance with company policies and procedures.
- Record and maintain detailed correspondence from all communications with actions taken.
- Collaborate with internal teams to analyse complaints thoroughly to provide a fair and satisfactory resolution to every complaint.
- Provide feedback to the business on recurring issues or trends and suggest areas for improvement.
- Experience ideally with complaints/customer service, preferably within insurance or financial services
- Excellent communication and interpersonal skills, with the ability to communicate with customers and key stakeholders at all levels.
- Strong analytical and problem-solving abilities with the ability to investigate and resolve complex issues.
- Ability to handle difficult conversations and manage sensitive issues with patience, empathy, and professionalism.
- Familiarity with relevant laws, regulations and industry standards related to customer service and complaint handling would be desirable.
- To be organised, with a keen eye for detail, with the ability to work in a fast-paced environment with a high degree of accuracy.
