Complaints Handler

Complaints Handler - Southwark, London

Complaints Handler

Are you passionate about providing excellent customer service and resolving issues? Our client, a leading organisation in the Insurance industry, is currently seeking a Complaints Handler to join their dynamic team in Southwark, London.

Position: Complaints Handler

Salary: Up to £30,000

Location: Southwark, London - Hybrid 1-2 days in the office

Hours: 9am-5pm

12 month contract with potential to go perm

Summary of the Role:

As Complaints Handler, you will be responsible for effectively managing complaints in accordance with both FCA and insurer guidelines. Your main focus will be investigating complex complaints, ensuring timely resolutions, and maintaining exceptional customer service standards.

Responsibilities:

• Conduct thorough investigations of complaints, ensuring compliance with company policies, regulatory guidelines, and insurer requirements.
• Engage with complainants professionally and empathetically via telephone and written correspondence, providing timely updates and managing expectations.
• Maintain accurate records and update customer systems accordingly.
• Manage multiple cases simultaneously, adhering to challenging timescales.
• Collaborate with stakeholders to reach fair and satisfactory outcomes.
• Calculate redress and compensation in compliance with regulatory and FOS guidelines.
• Generate monthly reports on complaints for compliance purposes.
• Keep the insurers' complaints system up to date.
• Collaborate with insurers on complex cases.
• Attend and contribute at meetings to provide updates to senior managers.
• Liaise with Claims handlers to resolve complaints related to Claims, when necessary.

Requirements:

• Regulated complaint handling experience.
• Demonstrable experience in managing complaints from receipt to resolution.
• Working knowledge of FCA rules.
• Proficient in the use of Microsoft Office Suite.
• Excellent written and oral communication skills.
• Exceptional attention to detail.
• Excellent organisational and multitasking abilities.
• Inquisitive and investigative nature.
• Ability to work well both independently and as part of a team.

Benefits:

• Competitive salary
• Hybrid working
• 25 days holiday
• Up to 8% pension contribution
• Interest-free season ticket loan
• Employee assistance programme
• Life insurance cover

If you are a proactive and customer-driven individual with a passion for resolving complaints, we would love to hear from you. Join our client's team as a Complaints Handler and make a positive impact in the industry.

Don't miss out on this exciting opportunity to join a reputable organisation that values its employees and offers excellent career development prospects. Apply now and take the next step in your professional journey!

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