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- Tasks: Handle customer complaints and ensure high service standards.
- Company: Join a reputable insurance company focused on customer satisfaction.
- Benefits: Enjoy a collaborative work environment with opportunities for professional growth.
- Why this job: Make a real impact by improving customer relations and service quality.
- Qualifications: 3 years of experience in the insurance industry is required.
- Other info: Be part of a self-managed team and contribute to process improvements.
The predicted salary is between 28800 - 43200 £ per year.
To assist the Team Leaders in ensuring the timely and accurate delivery of complaint resolution in accordance with mutually agreed service level agreements (SLA) and other agreed deadlines and to ensure that regulatory and audit requirements are met.
To provide an excellent and efficient service to our customers\’ policyholders, responding to written and verbal complaints received from policyholders and IFA\’s.
To take responsibility for achieving individual productivity and quality targets and positively contributing to the achievement of SLA\’s.
All staff should be customer focused, to adapt to the needs of our Clients and represent a friendly and professional image of the Company.
Key tasks & responsibilities
- To respond to complaints received from policyholders and IFA\’s received via multchannels.
- 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.
- Bring to the immediate attention of Senior Management any issues or concerns that could have a detrimental impact on either HCL or our clients reputations.
- To participate fully in departmental and team meetings in order to relay information and promote effective communication and suggest process improvements as appropriate.
- To work with colleagues towards operating self managed teams.
- 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 undertaken at all times 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 Leader.
Experience working in a Financial or Insurance industry is a must.
Complaints Handler employer: HCLTech
Contact Detail:
HCLTech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler
✨Tip Number 1
Familiarize yourself with the insurance industry, especially the common complaints and issues that policyholders face. This knowledge will help you demonstrate your expertise during the interview and show that you understand the challenges of the role.
✨Tip Number 2
Practice your communication skills, both verbal and written. As a Complaints Handler, you'll need to convey information clearly and professionally, so consider role-playing scenarios with friends or family to build your confidence.
✨Tip Number 3
Network with professionals in the insurance industry. Attend industry events or join online forums to connect with others who can provide insights into the role and potentially refer you to job openings.
✨Tip Number 4
Research StudySmarter and our values. Understanding our company culture and how we handle customer service will allow you to tailor your approach and show that you're a great fit for our team.
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in the insurance industry, especially any roles related to customer service or complaints handling. Use specific examples that demonstrate your ability to manage complaints effectively.
Craft a Strong Cover Letter: In your cover letter, emphasize your communication skills and your commitment to maintaining good customer relations. Mention your experience with multichannel complaint responses and how you ensure customers are treated fairly.
Showcase Problem-Solving Skills: Provide examples in your application of how you've successfully resolved complaints in the past. Highlight your ability to liaise with different departments and suggest improvements to processes.
Highlight Compliance Awareness: Demonstrate your understanding of industry compliance and legislative requirements in your application. Mention any relevant training or experience you have in data security and fraud prevention.
How to prepare for a job interview at HCLTech
✨Show Your Experience
Make sure to highlight your 3 years of experience in the insurance industry. Be prepared to discuss specific examples of how you've handled complaints and resolved issues in the past.
✨Demonstrate Communication Skills
Since the role involves responding to complaints in a professional manner, practice articulating your thoughts clearly. Use examples that showcase your ability to communicate effectively with both customers and internal teams.
✨Understand the Company’s Values
Research the company’s mission and values. Be ready to explain how you align with their commitment to customer service and maintaining good customer relations.
✨Prepare for Scenario Questions
Expect scenario-based questions where you may need to demonstrate how you would handle specific complaints. Think through potential situations and your approach to resolving them while keeping customer satisfaction in mind.
