Operations Complaints Handler

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.
• This includes dealing with vulnerable customer complaints in line with the Vulnerable Customer Framework and toolkit.
• 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.