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For Companies At a Glance
- Tasks: Lead and resolve customer complaints, ensuring top-notch professionalism.
- Company: Join a growing and innovative Insurance Group focused on customer experience.
- Benefits: Enjoy flexible work options with a hybrid model to fit your lifestyle.
- Why this job: Make a real impact on customer satisfaction while developing your skills in a supportive environment.
- Qualifications: Experience in complaints or customer relations within the Insurance industry is essential.
- Other info: This role requires office presence for 3 days a week.
The predicted salary is between 36000 - 60000 £ per year.
Complaints Manager
Are you ready to make a meaningful impact on customer experience within a growing and innovative Insurance |Group? Our expanding Client has created an exciting new role of Complaints Manager within their Central Assurance Department.
Why This Role is for You:
- Diverse Involvement: Support all Group Companies, managing a variety of cases across multiple operations
- Industry Expertise: Use your background in complaints or customer relations within the Insurance industry to drive this critical business function forward
- Make a Difference: Shape and continuously improve customer experiences, with your contributions valued and recognised
- Flexible Work Options: Choose between hybrid or office-based working to suit your lifestyle
Your Key Responsibilities as Complaints Manager:
As Complaints Manager, you\’ll take the lead in handling and resolving customer complaints, ensuring the highest standards of professionalism and integrity.
Your role will involve:
- Managing the end-to-end complaints process, ensuring compliance with regulatory standards and company policies
- Conducting thorough investigations, gathering evidence, and delivering fair, informed resolutions
- Collaborating with internal teams to identify and address root causes, driving meaningful improvements in processes and outcomes
- Monitoring complaint trends, delivering actionable insights, and implementing proactive measures to enhance satisfaction
- Acting as an escalation point for complex or high-priority cases, resolving issues with empathy and professionalism
What You\’ll Bring to the Complaints Manager Role:
- Demonstrable experience in a Complaints or Customer Relations role within the Insurance industry
- Exceptional attention to detail and strong analytical skills, enabling effective investigations and resolutions
- Outstanding communication and interpersonal abilities, with the capacity to empathise and manage sensitive situations
- Solid knowledge of regulatory requirements in the Insurance sector, including FCA guidelines
- The ability to thrive in a fast-paced environment, managing multiple priorities under pressure
This is your opportunity to take ownership of a key role within a forward-thinking organisation. If you\’re passionate about delivering excellence and improving customer outcomes, we\’d love to hear from you!
You will be required to be in the office for this role with a 3/2 hybrid option (3 in the office).
Complaints Manager in Norwich employer: Employment Specialist
Contact Detail:
Employment Specialist Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager in Norwich
✨Tip Number 1
Familiarise yourself with the latest FCA guidelines and regulatory requirements in the insurance sector. This knowledge will not only help you understand the compliance aspect of the role but also demonstrate your commitment to upholding industry standards during interviews.
✨Tip Number 2
Prepare specific examples from your past experience where you've successfully resolved customer complaints or improved processes. Being able to share these stories will showcase your problem-solving skills and your ability to handle sensitive situations with empathy.
✨Tip Number 3
Network with professionals in the insurance industry, especially those who have experience in complaints management. Engaging with them can provide valuable insights into the role and may even lead to referrals or recommendations.
✨Tip Number 4
Stay updated on current trends and common issues within the insurance sector. Understanding what customers are facing can help you articulate how you would address these challenges effectively in your role as Complaints Manager.
We think you need these skills to ace Complaints Manager in Norwich
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in complaints management or customer relations, particularly within the insurance industry. Use specific examples that demonstrate your ability to handle complex cases and improve customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer experiences. Mention how your skills align with the responsibilities of the Complaints Manager role and provide examples of how you've successfully resolved complaints in the past.
Highlight Relevant Skills: Emphasise your attention to detail, analytical skills, and knowledge of regulatory requirements in the insurance sector. These are crucial for the role and should be clearly articulated in both your CV and cover letter.
Proofread Your Application: Before submitting, carefully proofread your application materials. Ensure there are no spelling or grammatical errors, as these can detract from your professionalism and attention to detail.
How to prepare for a job interview at Employment Specialist
✨Showcase Your Industry Knowledge
Make sure to highlight your experience in the insurance industry during the interview. Discuss specific examples of how you've handled complaints or customer relations, and demonstrate your understanding of regulatory requirements, particularly FCA guidelines.
✨Prepare for Scenario-Based Questions
Expect to be asked about how you would handle various complaint scenarios. Prepare by thinking through past experiences where you resolved complex issues, focusing on your investigative process and the outcomes achieved.
✨Emphasise Your Communication Skills
As a Complaints Manager, strong communication is key. Be ready to discuss how you manage sensitive situations with empathy and professionalism. Consider sharing examples where your communication skills led to positive resolutions.
✨Demonstrate Analytical Thinking
Since the role requires monitoring complaint trends and delivering actionable insights, be prepared to discuss how you analyse data and use it to drive improvements. Share any tools or methods you’ve used to enhance customer satisfaction.
