Job Description

Ashton Recruitment require several Complaints Handlers for our client based in the City Centre area of Belfast
Position: Complaints Handlers
Location: Belfast (Hybrid after 3 months)
Duration: Permanent
Pay Rate: 12.73 per hour
Hours of work: Monday - Friday, 09:00-17:00
The role is with a large, global technology and services provider that operates in the UK, offering a wide range of digital, infrastructure and business-process services. This company has deep experience in IT outsourcing and is known for working with major clients to deliver scalable support operations - including complaints handling, customer service, and client relations. Their UK arm leverages global delivery centres, meaning teams benefit from both local and international capabilities.
Duties will include: * To respond to complaints received from policyholders and IFA's received via multichannel.

• Process complaints on policies in priority order as determined by the Company Work Management System, to maintain day to day service standards to agreed levels.
• Liaising with internal and external parties to discuss specific complaints to achieve appropriate outcomes for customers.
• Respond to customer complaints via a written response conducted in a professional and considerate manner to maintain good customer relations.
• Respond to customers ensuring that they are treated fairly and that a high level of service is delivered. Keeping customers informed of any delays in accordance with procedures and customers' expectations.
• Liaising directly with other departments within HCL to improve service and to suggest improvements where appropriate.
• To work within industry compliance and legislative requirements under the guidance of the Team Leader, ensuring compliance with controls and procedures.
• Ensure that data security precautions are always undertaken to prevent the possibility of identity theft.
• Ensure that all policy fraud controls are followed to prevent fraudulent transactions against policies.
• To undertake any other duties as may be deemed appropriate by the Team

Essential Criteria:

• Demonstrable knowledge and understanding of the administration of life and/or pensions products
• Experience of working in financial services.

Desirable Criteria:

• Previous experience of working in a complaint's role- Life and pension
• Have achieved or be willing to undertake the Certificate in Financial Administration.

Ashton Recruitment is acting as a Recruitment Business.

Skills Required