Job Description

This is an exciting opportunity for anyone motivated by providing exceptional customer experiences.
This position provides the opportunity to parties who enjoy investigating and resolving customers concerns, as well as reviewing positive Customer Satisfaction to ensure that learnings for both positive and negative feedback are provided to all business areas, in a constructive manner which supports our Customer Experience closed loop approach and assists with enhancing our Customer journey.

You must have a thorough, robust and process-driven attitude with the ability to manage your own caseload of complaints and Customer Satisfaction as well as supporting your line manager in overall team oversight, workflow distribution, supporting colleagues through coaching and mentoring and handling escalations where required. You will have a good understanding of the FCA and FOS regulations and guidelines and provide excellent customer service to policy holders, clients and colleagues as well as being responsible for day-to-day complaints and customer satisfaction management.

You will have responsibility for investigating complaints, will have oversight of reviewing of the decisions made by the clients and the FOS ensuring we provide an efficient and fair outcome for all complaints. Supporting line Manager with best practice within the team through review of Customer Satisfaction results, Complaint root cause analysis and take responsibility for feeding back to the team where required and to the wider business.

Using both verbal and written skills you will be able to communicate to customers and peers from all levels. Working together as part of a team, you will focus on common goals, being supportive and proactive at all times.

Key Responsibilities

Manage the lifecycle of complaints in accordance with published processes, rules and best practice Embed TCF, VC and Consumer Duty principles into procedures and practices you work within Review and checking of complaints activity, ensuring correct processes are followed, providing constructive feedback of findings Ensure work is kept up to date and entered onto the complaints management system, ensuring the client's philosophy, standards and service levels are adhered to Ensure the claims management system is accurate and drives ours and our client's MI requirements Effectively manage your own complaints caseload within regulatory timeframes and client requirements Effectively manage your own Customer Satisfaction caseload within business requirements Liaising with stakeholders during the complaints journey to ensure a thorough investigation is concluded to achieve a resolution with fair outcomes Answer inbound and outbound enquiries through all media modes from all stakeholders Ensure there is excellent communication with all contacts - internally/externally, using active listening and verbal communicate to ensure accurate data is captured and entered into the database Track and meet personal Key Performance Indicators (KPI) and objectives. Support reviews for Customer Satisfaction ensuring accuracy of entry to enable reporting Support with closed loop / feedback for Customer Satisfaction Issue relevant documentation linked to Customer satisfaction requirements You will have the ability to review claims, providing recommendations for complaint prevention to key stakeholders You will review Customer Satisfaction feedback, providing closed loop feedback for positive and negative results Highly motivated with the ability and willingness to learn Computer literate (ideally in Microsoft Office) Can work with colleagues in a team-based environment to support the activities of the business Able to start and complete activities when expected Listen to the views of others Can evaluate facts and recommend decisions Attention to detail Excellent communication skills Ability to understand business performance measures Flexibility Articulate knowledge of excellent customer service handling Knowledge and understanding of complaints FCA and regulation is essential
Please note that only candidates who meet the required qualifications and skills will be contacted for further consideration.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Job Types: Permanent, Full-time

Pay: up to 26,000

Benefits:

Company pension Private medical insurance Referral programme Work from home
Schedule:

Monday to Friday
Work Location: Remote

Job Types: Full-time, Permanent

Pay: Up to 26,000.00 per year

Benefits:

Additional leave Casual dress Company pension Health & wellbeing programme Life insurance Private dental insurance Referral programme Work from home
Experience:

Complaint handling: 2 years (required) motor claims complaints: 2 years (required)
Work authorisation:

United Kingdom (required)
Work Location: Remote

Reference ID: VN2103