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.