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- Tasks: Handle customer complaints and ensure timely resolutions while maintaining service standards.
- Company: Join a reputable company focused on delivering excellent customer service in the financial sector.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Why this job: Be part of a team that values customer satisfaction and continuous improvement.
- Qualifications: Experience in the financial or insurance industry is essential.
- Other info: Opportunity to work collaboratively in self-managed teams and contribute to process enhancements.
The predicted salary is between 28800 - 43200 £ per year.
To assist the Team Leaders in ensuring the timely and accurate delivery of complaint resolution in accordance with mutually agreed service level agreements (SLA) and other agreed deadlines and to ensure that regulatory and audit requirements are met.
To provide an excellent and efficient service to our customers\’ policyholders, responding to written and verbal complaints received from policyholders and IFA\’s.
To take responsibility for achieving individual productivity and quality targets and positively contributing to the achievement of SLA\’s.
All staff should be customer focused, to adapt to the needs of our Clients and represent a friendly and professional image of the Company.
Key tasks & responsibilities
- To respond to complaints received from policyholders and IFA\’s received via multchannels.
- Process complaints on policies in priority order as determined by the Company Work Management System, to maintain day to day service standards to agreed levels.
- Liaising with internal and external parties to discuss specific complaints to achieve appropriate outcomes for customers.
- Respond to customer complaints via a written response conducted in a professional and considerate manner to maintain good customer relations.
- Respond to customers ensuring that they are treated fairly and that a high level of service is delivered. Keeping customers informed of any delays in accordance with procedures and customers expectations.
- Liaising directly with other departments within HCL to improve service and to suggest improvements where appropriate.
- Bring to the immediate attention of Senior Management any issues or concerns that could have a detrimental impact on either HCL or our clients reputations.
- To participate fully in departmental and team meetings in order to relay information and promote effective communication and suggest process improvements as appropriate.
- To work with colleagues towards operating self managed teams.
- To work within industry compliance and legislative requirements under the guidance of the Team Leader, ensuring compliance with controls and procedures.
- Ensure that data security precautions are undertaken at all times to prevent the possibility of identity theft.
- Ensure that all policy fraud controls are followed to prevent fraudulent transactions against policies.
- To undertake any other duties as may be deemed appropriate by the Team Leader.
Experience working in a Financial or Insurance industry is a must.
Seniority level
Associate
Employment type
Full-time
Job function
Finance and Administrative
Industries
Insurance and Financial Services
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Contact Detail:
HCLTech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler
✨Tip Number 1
Familiarise yourself with the common complaints in the financial and insurance sectors. Understanding the typical issues policyholders face will help you respond more effectively during interviews and demonstrate your industry knowledge.
✨Tip Number 2
Practice your communication skills, both verbal and written. As a Complaints Handler, you'll need to convey information clearly and professionally, so consider role-playing scenarios or drafting responses to hypothetical complaints.
✨Tip Number 3
Showcase your ability to work under pressure by preparing examples from your past experiences. Highlight situations where you successfully managed multiple complaints or met tight deadlines, as this will resonate well with the hiring team.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable when tailoring your approach during the interview process.
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and requirements for the Complaints Handler position. This will help you tailor your application to highlight relevant skills and experiences.
Highlight Relevant Experience: Make sure to emphasise any previous experience in the financial or insurance industry. Use specific examples of how you've handled complaints or resolved issues to demonstrate your capability in this role.
Craft a Professional Cover Letter: Write a cover letter that reflects your understanding of the company's values and the importance of customer service. Mention your ability to meet SLAs and your commitment to maintaining high standards of service.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a Complaints Handler.
How to prepare for a job interview at HCLTech
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Complaints Handler. Familiarise yourself with the key tasks, such as responding to complaints and liaising with internal and external parties. This will help you demonstrate your knowledge during the interview.
✨Showcase Customer Focus
Since the role requires a strong customer focus, be prepared to discuss examples from your past experiences where you successfully handled customer complaints. Highlight how you maintained professionalism and empathy while resolving issues.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about how you would handle specific complaints or difficult situations, and be ready to explain your thought process and the steps you would take.
✨Emphasise Compliance Knowledge
Given the importance of compliance in this role, be sure to mention any relevant experience you have in adhering to regulatory requirements. Discuss how you ensure data security and follow procedures to prevent fraud, as this will show your understanding of industry standards.
