About Premia Solutions Premia Solutions develops and markets innovative insurance solutions to the UK Automotive retail sector. Working with over 2,000 dealerships, we currently support more than 1 million live policies nationwide. The Role This role supports the Complaints Handling function by managing administrative tasks, communicating with policyholders, and helping ensure complaints are handled efficiently and in line with internal SLA's and FCA timescales. You'll be part of a small, collaborative team where your contribution genuinely matters. You will also use approved AI tools to support your work , for example to summarise case information, or help draft correspondence. You'll always remain responsible for the decisions you make and the letters you send. What You'll Be Doing Managing inboxes and responding to emails from policyholders, dealerships, and internal teams Handling inbound and outbound telephone calls with policyholders in a calm, professional manner Logging, tracking, and updating complaint cases accurately within internal systems Gathering relevant information and documentation to support complaint investigations Preparing correspondence, summaries, and updates for the Complaints Handler Ensuring all actions comply with FCA guidelines and internal procedures Supporting the wider team with general administrative duties as required Maintaining a positive, empathetic, and customer-focused approach at all times · Using approved AI tools to support case handling, applying your own judgement to check and validate all outputs before relying on them · Any other task · From time to time due to business need, working in other Operational departments which may include, but not limited to Customer Service, Claims What We're Looking For · Previous experience in customer service, administration, or a support role · Strong written and verbal communication skills · Ability to remain calm and professional when dealing with challenging conversations · Excellent attention to detail and organisational skills · Comfortable working with email, CRM systems, and Microsoft Office · A proactive mindset and willingness to support colleagues in a small team environment · Experience in insurance or financial services is beneficial but not essential · A positive attitude and a sense of humour — we work hard, but we value a team culture where people can enjoy the day-to-day and support each other Why Join Premia Solutions? · Supportive leadership and a collaborative team culture · A genuine focus on customer outcomes · Training and development within a regulated industry · Opportunities to learn and develop within the complaints and compliance space Reporting Line You'll report day to day to the Customer Outcome Team Manager, with hands-on support from the joint Heads of Customer Outcome. All employees must adhere to Tier 1 of the FCA Conduct Rules below : 1. You must act with integrity. 2. You must act with due care, skill and diligence. 3. You must be open and cooperative with the FCA and other regulators. 4. You must pay due regard to the interests of customers and treat them fairly 5. You must observe proper standards of market conduct. 6. You must act to deliver good outcomes for all customers. TPBN1_UKTJ
Assistant Customer Care Manager Complaints Handler Support employer: Premia Solutions Limited
Premia Solutions Ltd is an exceptional employer, offering a dynamic work culture that prioritises employee growth and development. Located in a vibrant area, the company provides comprehensive benefits and fosters a collaborative environment where team members can thrive while making meaningful contributions to the innovative Look After My Car platform.
