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 opportunities.
- Other info: Dynamic work environment with a focus on employee growth and inclusivity.
- Why this job: Make a real difference by resolving customer issues and enhancing service standards.
- Qualifications: Experience in complaint handling and strong communication skills required.
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.
Complaints Handler in Croydon employer: Allianz
Allianz is an exceptional employer that prioritises the well-being and development of its employees, offering a competitive salary, hybrid working options, and comprehensive benefits including private medical cover and career development opportunities. With a strong commitment to diversity and inclusion, Allianz fosters a supportive work culture where every team member is empowered to grow and contribute to meaningful customer outcomes in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler in Croydon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Allianz. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Allianz before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Handler in Croydon
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Allianz:Your cover letter is your chance to shine! Tell us why you want to work at Allianz specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Allianz!
How to prepare for a job interview at Allianz
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
