- Actively manage customer complaints
- Improve the overall customer relationship, making customers aware of the organisation’s complaints procedures
- Acknowledge and resolve complaints systematically and fairly and within set time limits as defined by Financial Conduct Authority both via telephone and letter
- Investigate the root cause of any complaints, gathering information from relevant teams or stakeholders
- Ensure compliance with legal requirements, industry regulations, organisational policies and professional codes
- Respond to Client Escalation and High Priority Complaints in a sensitive and timely manner
- Review and assess complaints referred from Financial Ombudsman Service or any other Alternative Dispute Resolution
- A positive attitude towards work
- Forward thinking and channels energy to improve performance
- ESSENTIAL - Complaints experience in Insurance
- Experience handling complaints in a Mobile phone industry would be advantageous
- You must have exceptional writing and communication skills
- Can confidently manage assigned workload unsupervised.
- Able to prioritise workloads and meet deadlines and targets; be organised and methodical
- Respect for customer and business confidentiality; trustworthy and reliable.