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- Tasks: Investigate and resolve complaints while promoting compliance and regulatory awareness.
- Company: Join a collaborative and innovative company that empowers progress.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Dynamic role with opportunities for growth and learning in the insurance industry.
- Why this job: Make a real difference by helping customers and driving positive change.
- Qualifications: Strong problem-solving skills and experience in complaints handling preferred.
The predicted salary is between 30000 - 40000 £ per year.
With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility.
Key Tasks and Responsibilities
- Promote a culture of compliance by raising awareness of compliance and regulatory matters and encourage adherence to applicable laws and regulations.
- Ensure complaints are investigated promptly, fairly and in line with all company procedures and regulatory expectations whilst promoting a culture to ensure the same across the business.
- Analyse complaints, providing insights in product, team, and service performance and performance against market peers.
- Ensure robust and operational complaints policies and procedures are embedded across the business.
- Support the embedding of an effective root cause analysis mechanism.
- Support the Complaints Manager in providing an accurate and insightful complaint data suite and reporting, working with the Complaints Manager, and colleagues in Compliance to identify poor customer outcomes and drive necessary change either at product or functional level.
- Assist in the coordination of the compilation of complaints handled by TPAs with delegated complaints handling, reviewing such complaints where referrals have been made by TPAs.
- Support regulatory complaint reporting, liaising with the Compliance Function.
- Support the management of the handling of complaints from the initial complaint through to conclusion.
- Support the Complaints Manager in the complaints process, ensuring that policy changes and efficient processes are implemented.
- Collaborate with the Compliance Function with a view to implementing relevant amended or additional legislation or regulation in respect of complaints.
- Liaise with colleagues in the Compliance Function to provide complaints training throughout the business to ensure that all staff understand how to identify a complaint and are aware of the process that they should follow.
Role Requirements & Skills
- Demonstrate a high level of problem solving and the ability to resolve issues.
- Demonstrate a risk based methodology in work methods and reporting.
- Strong analytical skills.
- Ability to manage own workload, prioritising tasks appropriately and ensuring that SLAs are achieved.
- Strong interpersonal skills to deal with challenging issues and provide the right outcome for customers and the business and the ability to communicate effectively with a wide range of people face to face and over the telephone.
- Strong attention to detail and excellent organisational skills.
- Strong root cause analysis and data reporting experience.
- Strong reporting and MI knowledge.
Qualifications
- Ideally degree educated.
Experience
- Knowledge and understanding of FCA and Lloyd’s procedures, specifically around complaints.
- Working knowledge of Aptean Respond a plus.
- Complaints handling experience within the insurance industry.
- CII a plus in lieu of business experience.
Do you like solving complex business problems, working with talented colleagues and have an innovative mindset? Arch may be a great fit for you.
Complaints Associate in Manchester employer: Arch
Contact Detail:
Arch Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Associate in Manchester
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company culture and values. At StudySmarter, we believe that understanding how a company operates can help you tailor your responses and show you're a great fit for their team.
✨Tip Number 3
Practice your problem-solving skills! Since the role involves handling complaints, think of examples from your past experiences where you've successfully resolved issues. This will help you stand out during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you can set up job alerts to stay updated on new opportunities that match your skills.
We think you need these skills to ace Complaints Associate in Manchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Associate role. Highlight your problem-solving skills and any relevant experience in complaints handling, especially within the insurance industry. We want to see how you can contribute to our culture of compliance and innovation!
Showcase Your Analytical Skills: Since this role involves analysing complaints and providing insights, be sure to mention any analytical tools or methods you've used in the past. We love seeing candidates who can demonstrate a strong understanding of data reporting and root cause analysis.
Communicate Clearly: Your written application is your first chance to impress us, so make it count! Use clear and concise language, and ensure your application is free from typos. Strong communication skills are key for this role, so let that shine through in your writing.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people. Plus, you can easily keep track of your application status and explore other opportunities with us!
How to prepare for a job interview at Arch
✨Know Your Compliance Stuff
Make sure you brush up on FCA and Lloyd’s procedures, especially around complaints. Being able to discuss these regulations confidently will show that you understand the industry and can promote a culture of compliance.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've tackled complex issues in the past. Think about specific complaints you've handled and how you resolved them. This will demonstrate your analytical skills and ability to manage challenging situations.
✨Get Familiar with Root Cause Analysis
Understand the principles of root cause analysis and be ready to discuss how you would implement this in the complaints process. Showing that you can identify underlying issues will highlight your attention to detail and organisational skills.
✨Practice Your Interpersonal Skills
Since you'll be dealing with a range of people, practice how you communicate effectively, both face-to-face and over the phone. Role-play scenarios where you handle difficult complaints to showcase your strong interpersonal skills.