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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 opportunities.
- 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.
- Other info: Dynamic work environment with a focus on employee growth and inclusivity.
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 Handler employer: Allianz
Contact Detail:
Allianz Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler
✨Tip Number 1
Get to know the company before your interview! Research Allianz and their values, especially around customer care and complaint handling. 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 communication skills! Since you'll be handling complaints, it's crucial to demonstrate empathy and clarity. Role-play with a friend or family member to get comfortable with responding to different types of complaints.
✨Tip Number 3
Prepare examples from your past experience where you've successfully resolved complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will showcase your problem-solving skills and ability to handle pressure.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Show Your Empathy: As a Complaints Handler, empathy is key! Make sure your application reflects your ability to understand and relate to customer concerns. Use examples from your past experiences to showcase how you’ve handled complaints with care.
Be Clear and Concise: When writing your application, clarity is crucial. Keep your language straightforward and avoid jargon. We want to see that you can communicate effectively, just like you would in a professional response to a customer complaint.
Highlight Relevant Experience: Don’t forget to emphasise your experience in complaint handling, especially in regulated environments. Mention any specific achievements or challenges you've overcome that demonstrate your problem-solving skills and adherence to guidelines.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s the easiest way for us to receive your application and ensures you’re considered for this fantastic opportunity!
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, especially in regulated environments. Familiarise yourself with FCA guidelines and Treating Customers Fairly principles, as these will likely come up during your chat.
✨Show Empathy
As a Complaints Handler, empathy is key. Prepare examples from your past experiences where you successfully resolved complaints by understanding the customer's perspective. This will demonstrate your ability to connect with customers and handle their issues effectively.
✨Practice Your Communication Skills
Since you'll be dealing with complaints via phone and email, practice articulating your thoughts clearly and professionally. Consider doing mock interviews with a friend or family member to refine your written and verbal communication skills.
✨Stay Calm Under Pressure
Interviews can be nerve-wracking, but remember that staying calm is crucial, especially for this role. Think of scenarios where you had to manage tight deadlines or complex cases, and be ready to discuss how you maintained composure and delivered results.