Operations Complaints Handler in Bournemouth

Allianz Personal is excited to offer a new opportunity for a Customer Relations Advisor, with roles available across our Bristol, Bournemouth, Birmingham, and Leeds offices. In this role, you’ll bring your strong understanding of General Insurance (GI) products, particularly Home Insurance, and your ability to explain complex issues clearly and confidently to customers. You’ll play a key part in delivering fair, thoughtful, and customer‑focused complaint resolution. You’ll have a solid working knowledge of FCA and FOS regulations, applying best practice to resolve complaints effectively.

Along with excellent written and verbal communication skills and the confidence to negotiate and mediate positively with customers, colleagues, and third‑party suppliers, you’ll make balanced, well‑reasoned decisions, even when faced with conflicting information. You’ll consider both customer and commercial outcomes while managing complex complaints, including serious exceptions. Staying up to date with complaints handling best practice will be central to your role, ensuring it’s consistently applied across Allianz Personal. You’ll also support continuous improvement by coaching and providing constructive feedback to frontline operational teams, helping to enhance first‑time resolution and customer outcomes. You’ll be comfortable independently reviewing decisions, offering clear guidance and professional challenge where needed. An in‑depth understanding of the Respond system and related reporting requirements is essential to succeed in this role. If you’re passionate about customer advocacy, regulatory excellence, and making a real difference, we’d love to hear from you.

Salary Pay: Circa £27k–29k. Pay is based on relevant experience, skills for the role, and location. Salary is only one part of our total reward package.

Responsibilities

• Achieve productivity and quality targets for all assigned activity within agreed service levels.
• Investigate and resolve escalated complaints in accordance with AZP Complaint Handling Framework, ensuring that the customer experience and outcome is at the forefront of resolution.
• Ensure complaints are resolved cost effectively where policy related and ex‑gratia payments are made, calculating appropriate levels of redress or compensation, and evaluating suitable levels of goodwill payments.
• Identify appropriate opportunities to recover costs from relevant third parties and take the necessary steps in accordance with the working practice to agree those amounts.
• Ensure that the Respond complaints management system and any other systems used are updated accurately and fully in accordance with working practices.
• Provide advice and guidance to frontline staff in Allianz Personal on complaint recognition and handling via the Customer Relations Helpline and other channels to help avoid rework, additional compensation payments and inappropriate action.
• Provide ad‑hoc coaching and feedback to frontline staff on a case‑by‑case basis.
• Identify and capture the root cause of resolved complaints to support the collective root cause analysis process.
• Develop and maintain strong working relations with GI business areas and third‑party suppliers ensuring the agreed complaint framework is followed.
• Maintain and develop own skills and knowledge across product and function ranges handled in Customer Relations.

Essential Skills

• Demonstrable understanding of GI products and services with the ability to explain complex issues in a simple manner.
• Knowledge and understanding of FCA & FOS regulations and practice regarding complaint resolution.
• Excellent written and verbal communication skills including the ability to negotiate and mediate effectively with customers, peers, and suppliers.
• Ability to make balanced judgements from diverse and conflicting information, considering the customer and commercial needs, and applying skills to resolve complex complaints including serious exceptions.
• Maintain up to date knowledge of complaint best practice and how it’s applied in Allianz Personal.
• Ability to provide feedback and coaching to operational front line to improve complaint resolution.
• Accurate use of all LV= systems including Respond.
• Ability to independently review other decisions and provide feedback and advice in an appropriate way.
• Knowledge and understanding of legislative regulations.

Desirable Skills

• Responsible Artificial Intelligence usage with experience using Generative AI tools such as onsite Webchat / Chat Bot systems is desirable but not essential.

Benefits

• Flexible buy/sell holiday options
• Hybrid working
• Annual performance related bonus
• Contributory pension scheme
• Development days
• A discount up to 50% on a range of insurance products including car, home and pet
• Retail discounts
• Volunteering days

Our Ways of Working

Do you need flexibility with the hours you work? Let us know as part of your application and if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen. Here at Allianz, we are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers with your personal circumstances and our business requirements. Our aim with this is to help innovation, creativity, and you to thrive – your work life balance is important to us.

Integrity, Fairness, Inclusion & Trust

At Allianz, we believe in fostering an inclusive workforce and are proud to be an equal opportunity employer. Our commitment to equal opportunities, gender equity, and balanced gender representation, is demonstrated by our numerous accreditations: EDGE certified for gender inclusion, Women in Finance Charter members, Disability Confident employer, Stonewall Diversity Champion, Business in the Community’s Race at Work Charter signatories, and Armed Forces Covenant gold standard employer. We embrace neurodiversity and welcome applications from neurodivergent and disabled candidates, offering tailored adjustments to ensure your success. We encourage our employees to advocate for their needs, whether it’s assistive technology, ergonomic equipment, mentoring, coaching, or flexible work arrangements.