At a Glance
- Tasks: Manage motor insurance complaints from start to finish, ensuring fair resolutions.
- Company: Join a leading firm committed to exceptional service and employee wellbeing.
- Benefits: Enjoy up to 35 days holiday, mental health support, and flexible working options.
- Other info: Be part of a supportive team with great career development opportunities.
- Why this job: Make a real difference by helping customers and improving processes.
- Qualifications: Experience in insurance claims handling and strong communication skills required.
The predicted salary is between 29000 - 35000 € per year.
As a Complaints Handler, you'll be responsible for delivering fair, timely resolutions to motor insurance complaints, in line with company policy, the FCA's Consumer Duty and all other regulatory requirements.
What You'll Be Doing
- Managing Complaints from Start to Finish – Own each complaint throughout its lifecycle, gather and review evidence, make fair and reasonable decisions, and clearly explain rationale to customers.
- Owning Data & Regulatory Timelines – Capture and record accurate, high-quality data at every stage, manage diary and workload effectively to minimise complaint lifecycles and meet all regulatory deadlines.
- Managing Financial Exposure – Accurately assess the financial impact of complaints, taking early decisions to minimise complaint-related compensation while delivering good outcomes for consumers.
- Driving Continuous Improvement – Identify root causes, spot trends, and provide feedback to the wider business to help improve products, processes and overall customer journey.
- Providing VIP Service to Every Customer – Go above and beyond to create a positive experience for all customers, regardless of situation.
- Being a Brand Ambassador – Proudly represent our brand and values, creating an exceptional experience for everyone you interact with – customers, colleagues and external partners.
What We're Looking For
- Motivation & Drive – Passionate about exceptional service, tackling challenges head-on and continuously improving work methods.
- Strong Communication Skills – Excellent at explaining things clearly, making customers feel heard, respected and valued across phone, email and webchat.
- Empathy & Patience – Handle tricky situations with calm, professionalism and genuine care, especially for customers needing extra support.
- Goal-Oriented & Commercial – Hit targets while balancing commercial decisions to support customer outcomes and business needs.
- Attention to Detail – Accuracy matters; eye for detail when investigating complaints, assessing evidence and recording information.
- Regulatory Awareness (or Willingness to Learn) – Understand or keen to develop knowledge of FCA regulations, the Consumer Duty and complaint-handling rules.
- Team Player & Self-Starter – Independent yet collaborative across Claims and other teams.
- Experience – Previous experience in household insurance & claims handling essential; financial services or complaint handling desirable but not mandatory – full training provided.
Benefits
- Maximum of 35 days' holiday (depending on role and tenure), including bank holidays, with additional buy/sell options.
- 24/7 mental health support and free counselling.
- Flexible benefits, including early salary access via our internal platform.
- Hybrid working options to support work-life balance and individual needs.
- Recognition awards, social events and more.
Our Commitment to our Colleagues
- Mindful Employer – championing mental health and wellbeing.
- Disability Confident Level 1 & 2 – creating accessible, inclusive opportunities.
- Menopause Friendly accredited – supporting every stage of life.
- Armed Forces Covenant signatory – honouring those who serve.
- Armed Forces Defence employer recognition scheme – supporting those who serve.
- Great Places to Work 2024/25 – fostering an engaging and positive workplace culture.
- Best Place to Work for Development – investing in people's future.
- Best Place to Work for Women – breaking down barriers to women's career progression.
Visa Requirements
We can only consider applicants who have at least one year remaining on their Graduate or Post-Study Work visa. Visa sponsorship is not available at this time.
Claims Governance - Complaints Handler in Liverpool employer: Granite Group
Join a forward-thinking company in Liverpool or Sevenoaks as a Complaints Handler, where your role is pivotal in delivering exceptional customer service and driving continuous improvement. With a strong commitment to employee wellbeing, you will benefit from up to 35 days of holiday, flexible working options, and comprehensive mental health support, all within a culture that values inclusivity and professional growth. This is an excellent opportunity to develop your skills in a supportive environment while making a meaningful impact on customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Claims Governance - Complaints Handler in Liverpool
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Complaints Handler, you'll need to explain things clearly and empathetically. Role-play with a friend or use our resources to sharpen your ability to handle tricky situations.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining us and ready to dive into the role of Complaints Handler.
We think you need these skills to ace Claims Governance - Complaints Handler in Liverpool
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Complaints Handler role. Highlight your experience in handling complaints and your understanding of FCA regulations. We want to see how you can bring your unique skills to our team!
Showcase Your Communication Skills:Since strong communication is key in this role, give examples of how you've effectively communicated with customers in the past. Whether it’s through phone, email, or webchat, let us know how you make customers feel valued and heard.
Demonstrate Empathy and Patience:In your application, share instances where you've handled tricky situations with care and professionalism. We love candidates who can show genuine empathy, especially when dealing with customers needing extra support.
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 shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Granite Group
✨Know Your Stuff
Familiarise yourself with the FCA's Consumer Duty and complaint-handling rules. Being able to discuss these regulations confidently will show that you're serious about the role and understand the importance of compliance in handling complaints.
✨Showcase Your Empathy
Prepare examples of how you've handled difficult customer situations in the past. Highlight your ability to listen, empathise, and provide solutions. This is crucial for a Complaints Handler, as customers need to feel valued and understood.
✨Demonstrate Attention to Detail
Be ready to discuss how you ensure accuracy in your work. Whether it's recording data or assessing evidence, showing that you have a keen eye for detail will reassure interviewers that you can manage complaints effectively.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's approach to continuous improvement and customer service. This not only shows your interest in the role but also your commitment to contributing positively to the team and the overall customer experience.
