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- Tasks: Handle customer complaints and ensure timely resolutions while maintaining service standards.
- Company: Join a leading company focused on delivering excellent customer service in the financial sector.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Why this job: Be part of a team that values customer satisfaction and continuous improvement.
- Qualifications: Experience in the financial or insurance industry is essential; strong communication skills are a plus.
- Other info: Work collaboratively in self-managed teams and contribute to process enhancements.
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.
Contact Detail:
HCLTech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler
✨Tip Number 1
Familiarise yourself with the common complaints in the financial and insurance sectors. Understanding the typical issues policyholders face will help you respond more effectively during interviews and demonstrate your industry knowledge.
✨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 or drafting responses to hypothetical complaints.
✨Tip Number 3
Showcase your customer service experience. Be ready to discuss specific examples where you've successfully resolved complaints or improved customer satisfaction, as this will highlight your ability to meet the demands of the role.
✨Tip Number 4
Research StudySmarter's values and mission. Aligning your personal values with ours can make a strong impression during interviews, showing that you're not just looking for any job, but that you're genuinely interested in contributing to our team.
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Complaints Handler. Familiarise yourself with the key tasks mentioned in the job description, such as responding to complaints and maintaining service standards.
Tailor Your CV: Highlight relevant experience in the Financial or Insurance industry on your CV. Emphasise any previous roles where you handled complaints or provided customer service, showcasing your ability to meet productivity and quality targets.
Craft a Strong Cover Letter: In your cover letter, express your passion for customer service and your commitment to resolving complaints effectively. Mention specific examples from your past experiences that demonstrate your skills in communication and problem-solving.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a role in complaints handling.
How to prepare for a job interview at HCLTech
✨Showcase Your Customer Service Skills
As a Complaints Handler, your ability to provide excellent customer service is crucial. Be prepared to share specific examples of how you've successfully resolved complaints in the past, highlighting your communication skills and empathy.
✨Understand the Regulatory Environment
Familiarise yourself with the regulatory requirements relevant to the financial or insurance industry. Demonstrating knowledge of compliance and audit processes during the interview will show that you take these responsibilities seriously.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss how you approach problem-solving, especially in high-pressure situations. Employers value candidates who can think critically and find effective solutions while maintaining a positive customer experience.
✨Emphasise Team Collaboration
Since the role involves liaising with various departments, highlight your experience working in teams. Share examples of how you've contributed to team goals and improved processes, showcasing your ability to work collaboratively.
