Complaints Handler

Reed; London; Hybrid; GBP 30,000 - 33,000

Job description

Job Description

Job Title: Complaints Handler
Reports To: Operations Manager
Location: Hybrid (London Based Office)
Pay Point: Rank 7 (£30,970 to £32,500) plus 6.0% employer pension contribution and standard benefits.

Context

In this role, you will handle incoming complaints and process them through our systems. You will present a professional persona to our customers and use your investigation, problem-solving, and communication skills to manage and resolve complaints effectively. You will ensure complainants are kept informed throughout the process, with outcomes delivered in line with regulatory timeframes and company standards.

Key Responsibilities

1. Handle initial receipt and acknowledgment of complaints.
2. Provide regular updates to complainants on the status of their complaints.
3. Collect relevant facts and details, review information against policy terms, and identify possible handling/service errors.
4. Communicate with complainants by telephone and in writing, delivering timely updates and maintaining high customer service standards.
5. Maintain accurate records of complaints, investigations, communications, and resolutions.
6. Manage multiple cases and work to challenging timescales, keeping the operations manager informed.
7. Work with multiple stakeholders to reach fair outcomes.
8. Calculate redress and compensation in line with regulatory and FOS guidelines.
9. Respond to customer feedback on Trustpilot promptly and professionally.
10. Create reports and briefing sheets to explain trends and patterns in complaints.
11. Coach others in best practices and challenges in claims management.

Accountabilities

1. Handle claims in line with customer promises, ensuring timely resolution.
2. Work collaboratively as part of the Installsure team, following company values.
3. Share knowledge across departments and contribute to continuous professional development.
4. Manage complaints workload effectively, identifying opportunities for process improvements.

Person Specification

Essential Criteria:

1. Minimum C grades at GCSE English and Maths.
2. Previous experience in an FCA regulated complaint handling environment.
3. Strong knowledge of FCA and FOS rules.
4. Significant experience in the insurance sector.
5. Proficient in Microsoft Office suite.
6. Excellent written and oral communication skills.
7. Highly analytical with excellent problem-solving skills.
8. Ability to work flexibly and collaboratively as part of a team.

Desirable Criteria:

1. Qualifications in law.
2. Knowledge or experience in claim handling in the glazing industry.
3. Proven experience in contributing innovatively to a service.

Personal Attributes

1. Inquisitive and investigative nature.
2. Exceptional attention to detail.
3. Great team player with the ability to work on own initiative.
4. Self-awareness and understanding of personal strengths and weaknesses.
5. Approachable and willing to accept feedback.
6. Commitment to a career in complaints and insurance.
7. Ambitious to grow and stay with the Installsure team long-term.

Equality, Health & Safety, and Environmental Statements

1. Commitment to equality of opportunity for all individuals.
2. Ensure duties are discharged in accordance with Health and Safety policies.
3. Identify operations that use significant amounts of energy and resources, aiming to reduce consumption and promote recycling.