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For Companies At a Glance
- Tasks: Handle customer complaints with empathy and efficiency, ensuring fair outcomes.
- Company: Join Allianz, a trusted leader in insurance and asset management.
- Benefits: Competitive salary, hybrid working, private medical cover, and career development.
- Why this job: Make a real difference by resolving customer issues and enhancing their experience.
- Qualifications: Experience in complaint handling and strong communication skills required.
- Other info: Dynamic work environment with a commitment to diversity and inclusion.
The predicted salary is between 27058 - 32469 £ per year.
Job Details
Job Title: Complaint Handler
Location: Hybrid – Croydon
Department: Customer Service
Salary: £27,058.34
About the role
We’re looking for an experienced and professional Complaint Handler to join our Customer Service team. In this role, you\’ll respond to customer complaints with empathy and efficiency, ensuring every outcome is fair and reflects the high service standards our customers expect.
You\’ll manage a mix of standard complaints and those escalated to the Financial Ombudsman Service (FOS), working within strict timelines and regulatory requirements. This is a fantastic opportunity for someone with strong complaint handling experience who thrives on problem-solving and delivering the very best customer outcomes.
Hours
35 hours per week, Monday to Friday, between 8am and 6pm (with some flexibility in line with business needs).
What you\’ll be doing
- Log, investigate and resolve complaints efficiently, keeping accurate and up-to-date records.
- Handle cases via phone and email, aiming for resolution within 5 working days wherever possible.
- Liaise with internal teams, external third parties and clients to gather information and ensure swift resolution.
- Provide clear, professional written responses where required.
- Apply FCA guidelines and Treating Customers Fairly (TCF) principles to all complaint handling.
- Recommend and authorise gestures of goodwill where appropriate.
- Escalate complex or high-profile cases to the Customer Service Team Manager.
- Proactively manage KPIs and SLAs to ensure compliance and service excellence.
About you
We\’re looking for someone with:
- Experience in travel claims or medical assistance (essential).
- Previous experience working in a regulated environment, with knowledge of Consumer Duty.
- Strong track record of handling customer complaints in a professional and empathetic way.
- Excellent written communication and letter-writing skills.
- Confident and professional telephone manner.
- Strong organisational and administration skills, with attention to detail.
- Ability to stay calm under pressure and meet strict deadlines.
- Self-motivation, enthusiasm and a flexible, adaptable approach.
Desirable:
- A-Levels or equivalent.
- Experience in insurance or motor backgrounds.
- Working knowledge of the FCA.
What we offer
- Competitive salary with annual bonus scheme
- Hybrid working (60/40 office/home split)
- Private Medical Cover
- Company pension scheme & competitive annual leave
- Roadside Assistance (free after 6 months\’ probation)
- Annual flu vaccination & eye care vouchers
- Discounts on Allianz products, plus high street and online retailers
- Career development opportunities and continuous training
- Corporate Social Responsibility days
- Interest-free season ticket loan after probation
About Allianz:
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, grow, and shape a better future for our customers and the world around us.
Dedicated to bringing global protection and care, Allianz Partners is the B2B2C leader in insurance and assistance solutions in the following areas of expertise: travel insurance, assistance, mobile device & digital risks insurance, international health & life and automotive insurance. We care for our customers, and our caring nature extends to our employees. We don\’t just hire people, we commit to them, nourish them and invest in their careers because we recognize that your development goes hand in hand with our growth and success.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let\’s care for tomorrow.
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Complaints Advisor employer: Allianz
Contact Detail:
Allianz Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Advisor
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Allianz and their values. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your complaint handling skills! Think of some common scenarios you might face as a Complaints Advisor and prepare how you'd respond. This will help you feel more confident during the interview.
✨Tip Number 3
Show off your empathy! In your answers, highlight times when you've resolved complaints with care and understanding. This is key for the role, so make sure it shines through in your examples.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Complaints Advisor
Some tips for your application 🫡
Show Your Empathy: As a Complaints Advisor, empathy is key! Make sure your written application reflects your understanding of customer emotions and how you can help resolve their issues. Use examples from your past experiences to showcase this.
Be Clear and Concise: When writing your application, clarity is crucial. Keep your sentences straightforward and to the point. This not only shows your communication skills but also mirrors the professional tone we expect in our team.
Highlight Relevant Experience: Don’t forget to mention any experience you have in complaint handling or regulated environments. Tailor your application to reflect how your background aligns with the role, especially if you've worked with the FCA guidelines before.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Allianz
✨Know Your Stuff
Before the interview, make sure you brush up on your knowledge of complaint handling and the FCA guidelines. Familiarise yourself with common customer complaints in the insurance sector, especially those related to travel claims or medical assistance. This will help you demonstrate your expertise and show that you're ready to tackle the challenges of the role.
✨Show Empathy
As a Complaints Advisor, empathy is key. Prepare examples from your past experience where you successfully resolved complaints by understanding the customer's perspective. During the interview, convey your ability to listen actively and respond with compassion, as this will resonate well with the interviewers.
✨Practice Your Communication Skills
Since you'll be handling cases via phone and email, it's crucial to showcase your excellent written and verbal communication skills. Consider doing mock interviews with a friend or family member, focusing on how you articulate your thoughts clearly and professionally. This will help you feel more confident during the actual interview.
✨Be Ready for Scenarios
Expect scenario-based questions where you'll need to demonstrate how you'd handle specific complaints. Think about various situations you might encounter and prepare your responses. Highlight your problem-solving skills and your ability to meet strict deadlines while maintaining high service standards.
