Complaints Handling Officer
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 in box and will be overseeing apx 1000 cases each month mainly in MOTOR and HOME insurance claims
You will need an indepth 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 mis representation
• 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
StudySmarter Expert Advice🤫
We think this is how you could land Insurance complaints handler in Maidstone
✨Dive Into Industry Networking Events
Get your foot in the door by attending insurance industry events and conferences. Not only will you learn about the latest trends, but you'll also meet potential employers and industry peers. Check out local chapters of professional bodies like the Chartered Insurance Institute for valuable meetups.
✨Use LinkedIn to Your Advantage
Don’t underestimate the power of LinkedIn in the insurance world. Engage with industry content, join relevant groups, and connect with professionals at companies you admire (like Next Employment Ltd). A thoughtful message explaining your interest can really make a difference!
✨Look Out for Graduate Schemes
Many firms in insurance have structured graduate programmes. Keep an eye on application windows and utilise your university's career services for insider tips. These schemes are designed to develop talent and often lead to permanent roles after your initial training.
✨Leverage Your Current Connections
Got friends or family in the industry? Now’s the time to reach out! Personal referrals can give you a head start, so let them know you're on the lookout for full-time opportunities at places like Next Employment Ltd. Don’t shy away from asking for a coffee chat; you never know what doors it might open!
Some tips for your application 🫡
Highlight Your Analytical Skills:In insurance, we love a candidate who can crunch numbers and analyse data effectively. When crafting your CV, make sure to showcase any relevant coursework or experiences that highlight your analytical abilities, especially if you’ve tackled risk assessment or financial modelling.
Showcase Industry Knowledge:Don’t be shy about your knowledge of the insurance sector! We want to see that you've done your homework on current trends, regulations, and challenges in the industry. Mention any relevant projects or studies you’ve completed that demonstrate your understanding of the field in your cover letter.
Craft a Compelling Cover Letter:Your cover letter should tell us why you’re passionate about insurance. Share any personal experiences or what drew you into this profession. We’re looking for enthusiasm and a clear motivation for why you want to be part of our team at Next Employment Ltd.
Tailor Your CV for the Role:Don't just send a generic CV! Focus on tailoring it specifically for the insurance role at Next Employment Ltd. Highlight relevant skills such as risk management, customer service experience, or any certifications you've earned in the industry to make your application stand out.
How to prepare for a job interview at Next Employment Ltd
✨Know Your Numbers: Insurance Fundamentals
Brush up on your understanding of key insurance concepts, like underwriting principles and risk assessment. Expect the interviewer at Next Employment Ltd to throw some technical questions your way, so be ready to demonstrate your grasp of these essentials.
✨Showcase Your Analytical Side
In the insurance world, it's all about data. Prepare to discuss any analytical tools or methodologies you've used in past experiences. If you have a portfolio of projects where you've tackled complex data, bring that along to impress the team!
✨Prepare for Behavioural Questions
As a full-timer at Next Employment Ltd, they'll want to know how you handle real-life scenarios, not just theory. Think about challenges you've faced in teamwork or customer service, and how those experiences can relate to a career in insurance.
✨Know the Company Culture Inside Out
Understanding Next Employment Ltd's values and workplace culture is essential. Don’t just memorise their mission statement; think about how your personal values align with theirs. This will show your genuine interest in being part of their team long-term.
