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- Tasks: Handle customer complaints with empathy and professionalism, ensuring timely resolutions.
- Company: Leading UK motor insurance specialist with a friendly and supportive team.
- Benefits: 25 days annual leave, health cash plan, discounts, and hybrid working options.
- Why this job: Join a dynamic team and make a real difference in customer satisfaction.
- Qualifications: Customer service experience and knowledge of FCA regulations are essential.
- Other info: Opportunities for professional development and recognised qualifications.
The predicted salary is between 36000 - 60000 £ per year.
Location
Tunbridge Wells or Manchester (Hybrid working)
We are seeking Complaints Handlers to join our Customer Relations Team. If you have strong Motor Claims Insurance or Complaints experience, we would love to hear from you. FCA knowledge is essential if you don\’t have motor insurance experience.
Why join us?
We are a leading specialist in the UK motor insurance market, known for creating targeted products through deep market knowledge and a strong underwriting strategy. Our experienced underwriting team is friendly, accessible, and empowered to make decisions. We pride ourselves on excellent working relationships with professional UK insurance intermediaries and have a strong presence on Aggregator sites such as Confused.com, Go Compare, and Compare the Market.
What You\’ll Be Doing
- Take ownership of individual complaints, resolving them in line with agreed standards and FCA regulations
- Manage your own caseload, ensuring all complaints are handled within required deadlines and regulatory guidelines from receipt to conclusion, consistently meeting productivity and quality audit targets
- Contact customers by phone to fully understand their complaint and work towards a fair and timely resolution, including follow-up discussions on outcomes
- Maintain accurate and thorough complaint records to support effective case management and reporting
- Assess customers\’ individual needs and circumstances to provide tailored resolutions
- Liaise with internal and external parties to gather relevant information for complaint investigations
- Provide professional, empathetic, and clear communication with customers to promote a positive experience and ensure satisfaction
- Identify trends and provide feedback to support continuous improvement of customer service processes
- Assist with Treating Customers Fairly (TCF) feedback and suggest improvements
- Stay updated on regulatory and legislative changes, with a focus on Financial Ombudsman Service (FOS) decisions and organisational policies
- Apply TCF principles consistently and report any potential risks to your line manager
- Maintain a positive, empathetic, and professional attitude at all times
What You\’ll Need To Succeed
- Proven customer service experience, supported by solid knowledge of FCA and FOS regulatory guidelines
- Excellent customer service skills with a positive and proactive approach
- Motor insurance experience is desirable but not essential if FCA knowledge is strong
- Ability to resolve customer concerns using empathy, trust, and understanding
- Strong multitasking, prioritisation, and time management skills
- Commitment to regulatory compliance, including FCA, TCF, and Data Protection regulations
What We Offer
- A collaborative, fast-paced work environment
- 25 days annual leave plus bank holidays, with the option to purchase additional holiday
- Health Cash Plan
- A benefits scheme with discounts and cashback on shopping, restaurants, travel, and more
- Life Assurance at four times your annual salary
- Hybrid working model based in Manchester or Tunbridge Wells offices
- Structured learning and development pathway, including opportunities to gain recognised qualifications
- Employee referral scheme
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Complaints Handler - Manchester employer: Thinkways Software Technologies Pvt. Ltd.
Contact Detail:
Thinkways Software Technologies Pvt. Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler - Manchester
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with complaints, being able to express yourself clearly and empathetically is key. Role-play with a friend or use online resources to sharpen those skills.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing that job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our awesome team!
We think you need these skills to ace Complaints Handler - Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight any relevant customer service or complaints handling experience, especially if you have FCA knowledge. We want to see how you fit into our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your background aligns with our needs. Be sure to mention any specific experiences that demonstrate your ability to handle complaints effectively.
Showcase Your Communication Skills: Since this role involves a lot of customer interaction, make sure your written application showcases your communication skills. Use clear and professional language, and don’t forget to convey empathy and understanding in your writing.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of being noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Thinkways Software Technologies Pvt. Ltd.
✨Know Your FCA and FOS Inside Out
Make sure you brush up on your knowledge of FCA and FOS regulations before the interview. Being able to discuss these guidelines confidently will show that you understand the importance of compliance in the role of a Complaints Handler.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully resolved customer complaints. Highlight your ability to empathise and communicate clearly, as this is crucial for creating a positive experience for customers.
✨Demonstrate Your Multitasking Abilities
Be ready to discuss how you manage multiple cases at once. Share specific strategies you use to prioritise tasks and meet deadlines, as this will illustrate your organisational skills and ability to handle a busy workload.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions about the company culture or how they support continuous improvement in customer service processes. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.