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- Tasks: Handle insurance complaints and coordinate with partners to ensure fair resolutions.
- Company: Join a supportive team in the insurance sector with diverse experiences.
- Benefits: Gain valuable experience, competitive pay, and a chance to make a difference.
- Why this job: Make an impact by resolving real customer issues in a dynamic environment.
- Qualifications: In-depth knowledge of FOS and experience in handling insurance complaints required.
- Other info: Fast-paced role with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
This is a 12 month maternity contract for a claims complaints handler with in depth knowledge of caseloads in the financial ombudsman service (FOS). Small team offering you broad exposure working with both high and low volume TPAs/MGAs.
You will be tasked with:
- To coordinate all ombudsman cases with our partners.
- To request our partner’s file, ensuring all relevant documentation in place and review the complaint – and decision – afresh.
- To decide if the complaint has been handled fairly and reasonably, in line with the approach of the FOS.
- Where a shortfall is noticed, to agree and educate our partner to persuade them to make a proactive settlement.
- To communicate settlements to the FOS, persuading them and the customer that it is fair and reasonable.
- To handle in-house complaints, and issue final responses.
- To carry out monthly quality assurance reviews of our partner’s complaint handling against a set of standards, and deciding whether the outcome is in line with the approach of the FOS.
- To discuss cases with our colleagues and partners, guiding them to fair and reasonable outcomes.
- To carry out the administration surrounding these exercises, as well as other administration for the complaints function.
- You will handle a high volume email inbox and will be overseeing approximately 1000 cases each month mainly in MOTOR and HOME insurance claims.
You will need an in-depth knowledge of the FOS gained either through working in house with them or working in a similar role within an insurance environment - this is essential.
- Ability to work under pressure with extremely tight deadlines.
- Experience of influencing senior stakeholders to provide information at short notice.
- Ability to handle challenge and pushback from senior people whilst building, developing and managing relationships - your communication skills both written and verbal need to be excellent.
- Experience of handling motor – and home – insurance complaints.
- A sound working knowledge of CIDRA, the Insurance Act 2015, and the Marine Insurance Act 1906.
- To know the approach of the FOS to complaints about delays, claim decisions, and misrepresentation.
- To know the FOS process.
- Good working knowledge of DISP.
- Ability to write and speak persuasively and empathetically, and to teach others how to do the same.
- To know what fair and reasonable looks like.
Insurance complaints handler in Birmingham employer: Next Employment Ltd
Contact Detail:
Next Employment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Insurance complaints handler in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the insurance industry, especially those who have experience with the FOS. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of CIDRA and the Insurance Act 2015. We want you to be able to discuss these topics confidently, showing that you’re not just familiar but passionate about the field.
✨Tip Number 3
Practice your communication skills! Whether it’s through mock interviews or casual conversations, being able to articulate your thoughts clearly and persuasively is key. Remember, you’ll need to influence stakeholders and handle complaints effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our platform.
We think you need these skills to ace Insurance complaints handler in Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the role of Insurance Complaints Handler. Highlight your experience with the FOS and any relevant insurance knowledge, as this will show us you understand what we're looking for.
Showcase Your Communication Skills: Since you'll be dealing with complaints and influencing stakeholders, it's crucial to demonstrate your excellent written communication skills. Use clear, concise language in your application to reflect how you would handle real-life scenarios.
Highlight Relevant Experience: Don’t forget to mention any previous roles where you've handled complaints or worked with insurance claims. We want to see that you have a solid understanding of the processes involved, especially with motor and home insurance.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone!
How to prepare for a job interview at Next Employment Ltd
✨Know Your FOS Inside Out
Make sure you brush up on the Financial Ombudsman Service (FOS) processes and standards. Familiarise yourself with their approach to complaints, especially regarding delays and misrepresentation. This knowledge will help you demonstrate your expertise and show that you're ready to tackle the role head-on.
✨Showcase Your Communication Skills
Since this role involves a lot of communication with partners and stakeholders, practice articulating your thoughts clearly and persuasively. Prepare examples of how you've successfully influenced others in the past, especially in challenging situations. This will highlight your ability to handle pushback and build relationships.
✨Prepare for High-Pressure Scenarios
Given the high volume of cases you'll be managing, think about times when you've worked under pressure. Be ready to discuss how you prioritised tasks and met tight deadlines. This will show that you can thrive in a fast-paced environment, which is crucial for this position.
✨Demonstrate Empathy and Fairness
In your interview, emphasise your understanding of what constitutes a fair and reasonable outcome. Share examples of how you've handled complaints empathetically, ensuring that all parties feel heard. This will illustrate your commitment to fair resolutions, aligning with the values of the FOS.