At a Glance
- Tasks: Help customers resolve complaints quickly and effectively.
- Company: Join a dynamic team focused on customer service excellence in Cheltenham.
- Benefits: Enjoy a full-time role with a supportive work environment and opportunities for growth.
- Why this job: Make a real impact by improving customer experiences and driving service improvements.
- Qualifications: No specific experience required, just a passion for helping others and strong communication skills.
- Other info: Work Monday to Friday and be part of a culture that values learning from feedback.
The predicted salary is between 28800 - 43200 £ per year.
Job Description
Complaints Handler
Location: Cheltenham
Company: Marley Risk Consultants
Job Type: Full time (Monday – Friday)
Salary: Negotiable depending on experience.
About Us:
Marley Risk Consultants is at the forefront of innovation in the Structural Warranty Insurance sector. As a dynamic Managing General Agent (MGA) based in the UK, we specialise in crafting bespoke insurance solutions that protect insurers whilst empowering the construction industry to improve quality.
Role Overview:
Our customers are typically private homeowners or managing agents, where we are handling a claim they have made against their New Home Warranty.
In this role you will assist our customers by working to fully understand their complaint and reach an appropriate resolution. You will also feed into our continuous improvement program, sharing your insight into customer experience to support the continued improvement of our services.
Reporting to the Complaints Resolution Manager you will be responsible for managing your own caseload from notification to final resolution.
Key Activities:
- Ensure complaints are handled in accordance with regulatory standards as set out by the Financial Conduct Authority.
- Make swift contact with the customer to gain initial understanding of the complaint, outline next steps to aid effective investigation to ensure good customer outcomes.
- Work to resolve complaints within regulatory requirements, issuing holding responses to the customer, if necessary, as investigations progress.
- Provide clear and fair responses to customers, offering resolutions or alternatives where appropriate.
- Conduct root cause analysis and identify patterns or trends for subsequent referral into our continuous improvement program.
- Work closely with service team managers, giving feedback on individual team member performance, as appropriate.
- Ensure data integrity through your input of required information to support day to day management and performance oversight of the Complaints Team function.
- Assist the Complaints Resolution Manager in maintaining up to date complaints policies and procedures, in accordance with industry standards.
- Identify complaints that may expose Marley Risk Consultants Ltd to adverse media publicity, referring promptly to Senior Management.
Skills and Experience required:
- Experience of handling complex or contentious customer complaints within an FCA regulated environment.
- Confidence telephony skills and ability to remain professional and in control, even under duress.
- Excellent communication skills, both written and verbal with the ability to deliver fair and appropriate resolutions through the issue of final response letters.
- Ability to demonstrate empathy, whilst seeking to proactively resolve complex issues.
- A working knowledge of Consumer Duty and ICOBS requirements, and experience of the potential sensitivities and adjustments required when providing service to vulnerable customers.
- Working knowledge of current GDPR legislation and procedures.
- Excellent organisational skills, attention to detail and ability to manage multiple priorities whilst working to strict deadlines.
- Experience of dealing with referrals and liaising with the Financial Ombudsman Service.
Benefits:
- Generous company pension.
· Tools/equipment required for the performance of company duties.
· Life Insurance (following successful completion of probationary period).
· Private Medical Insurance (following successful completion of probationary period).
· Flexible Working.
· EV charging points (where available).
· Employee Assistance Programme.
· Free Gym Membership.
· Cycle to work scheme.
· Tech scheme.
Complaints Handler employer: Marley Risk Consultants Limited
Contact Detail:
Marley Risk Consultants Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler
✨Tip Number 1
Familiarize yourself with common complaints handling regulations and procedures. This knowledge will not only help you understand the role better but also demonstrate your commitment to compliance during the interview.
✨Tip Number 2
Practice active listening skills. As a Complaints Handler, being able to empathize with customers and fully understand their concerns is crucial. Consider role-playing scenarios with friends or family to enhance this skill.
✨Tip Number 3
Research common issues in customer service within the industry. Being knowledgeable about recurring problems can help you discuss potential solutions and improvements during your interview.
✨Tip Number 4
Prepare examples of how you've successfully resolved complaints in the past. Having specific instances ready will showcase your problem-solving abilities and your proactive approach to customer service.
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Complaints Handler position. Understand the key activities and responsibilities, as this will help you tailor your application to highlight relevant experiences.
Highlight Relevant Experience: In your CV and cover letter, emphasize any previous experience in customer service or complaints handling. Use specific examples that demonstrate your ability to resolve issues and communicate effectively with customers.
Showcase Communication Skills: Since the role requires proactive communication with customers, make sure to showcase your strong communication skills in your application. Mention any relevant training or experiences that have helped you develop these skills.
Tailor Your Cover Letter: Write a personalized cover letter that addresses the specific requirements of the Complaints Handler role. Discuss how your background aligns with the company's commitment to customer service excellence and continuous improvement.
How to prepare for a job interview at Marley Risk Consultants Limited
✨Understand the Role
Make sure you have a clear understanding of what a Complaints Handler does. Familiarize yourself with the key activities mentioned in the job description, such as investigating complaints and preparing reports.
✨Show Your Communication Skills
Since the role involves proactive communication with customers, be prepared to demonstrate your listening skills and ability to empathize with customers during the interview. Share examples from your past experiences where you successfully resolved complaints.
✨Know the Regulations
Brush up on complaints handling regulations and procedures. Being knowledgeable about these will show that you take the role seriously and are ready to adhere to necessary guidelines.
✨Highlight Continuous Improvement
Discuss how you can contribute to a culture of continuous improvement. Be ready to talk about any past experiences where you identified recurring issues and suggested improvements based on customer feedback.