Complaints Specialist

Reporting to: Senior Manager Excellence & Performance Home OPS Department: Excellence & Performance Home Operations

About The Role

We’re looking for someone who is passionate about offering the highest level of customer service including taking ownership when talking to customers over the phone and by email. You will be tasked to resolve customer complaints across multiple lines of business including Travel Insurance, Roadside Assistance, Home Emergency.

Hours

Thirty-five hours per week, Monday to Friday between the hours of 8am and 6pm. These hours may vary in line with business needs.

Key Responsibilities

• Handling difficult conversations in a sensitive and professional manner with customers over the telephone
• Record all complaints accurately onto the complaint management system, in line with FCA timescales and department SLAs, including keeping a log of all activity with comprehensive and accurate notes
• Ownership of complaint casework, including but not limited to:
• Ensuring that customers are responded to in a timely manner
• Complaints are fully investigated, working with other parties where required
• Making decisions to fully resolve the customer complaint with a focus on quality
• Work in an organised fashion to ensure productivity and effective case management
• Write customer facing letters, including a ‘Final Response Letter’ when closing a complaint
• Work to ensure that the highest level of service is consistently delivered to the customer
• Achieve individual productivity and quality targets and SLA’s set by your manager
• Adhere to TCF, DPA, and Financial Conduct Authority (FCA) guidelines, specifically dispute resolution (DISP), expanding to new Consumer Duty rules and regulations coming in 2023
• Escalate issues, where appropriate, to the Customer Service Team Manager with recommendations of action to be taken

Key Performance Areas

We need to achieve our KPI’s and meet our SLA’s. Your focus must be to work with your team to make sure you achieve 100% on all Key Performance Area targets set for the department.

Ad-hoc duties

A job description can’t cover everything! You will be asked to do all sorts of things which will fall outside of it. If we consider it to be reasonable then if your Manager asks you to do it, we expect you to.

Regulatory

We are essentially an insurance company, and there are lots of regulations. We expect you to work within those and comply with them.

Person Specification

The Following Are Essential

• Professional appearance in-line with a corporate environment
• Good standard of general education; English and Maths A-C GCSE or equivalent
• A proven track record of delivering high standards of customer care in a similar role
• Experience of dealing with high level customer complaints
• Excellent letter writing skills, telephone manner and attention to detail
• Organised with strong administration skills
• PC literate and well versed in using MS Office packages, such as Word
• Ability to problem solve autonomously or as part of a team
• Self-motivated and enthusiastic
• Flexible, with the ability to adapt to changing requirements
• Able to work under pressure in order to meet strict work timescales
• AI Readiness- Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

The Following Attributes Are Desirable

• A’ Levels or equivalent
• Insurance/Motor background experience
• Dealing with customer complaints
• Working knowledge of the FCA

Equal Opportunity

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.