Senior Complaints Handler
Role Purpose
The complaints team plays a crucial role in assisting our customers during challenging situations, conducting thorough investigations, understanding issues, and striving to achieve a fair resolution when dissatisfaction is expressed.
As a complaints specialist, your responsibilities include effectively managing a complex caseload of complaints, facilitating communication among various functions and suppliers. You are expected to conduct comprehensive reviews of end-to-end journeys to ensure impartial, fair, and positive outcomes for all parties involved.
Furthermore, it is your duty to escalate upheld complaints and identify trends in root causes to enhance customer journeys, aligning with our objectives under Consumer Duty.
Key Accountabilities
* Demonstrate genuine empathy towards customers by thoroughly considering the complete context of their complaints, ensuring a comprehensive understanding of their unique circumstances.
* Make unbiased decisions in strict accordance with our established complaints process, taking into careful consideration the entirety of the customer journey to ensure a fair and equitable resolution.
* Proactively manage your workload and effectively set and manage customer expectations, all the while adhering meticulously to the guidelines set forth by FCA and FOS.
* Strive to meet both productivity and Quality Assurance targets, maintaining a commitment to delivering high-quality outcomes in every aspect of your work.
* Communicate effectively in both oral and written forms, representing our group's customer-focused culture.
* Compose and provide clear, articulate, and easily understandable final response letters for formal complaints, ensuring transparency and clarity in communication.
* Consistently deliver responses that are not only effective and professional but also prompt and characterised by a commitment to fairness.
* Act within the scope of your agreed authority level, seeking guidance and advice as needed to ensure decisions align with organisational objectives.
* Respond promptly and appropriately to FOS requests, actively supporting their assessments to facilitate a thorough understanding of relevant referrals.
* Maintain meticulous records of accurate data, contributing to the overall root cause analysis process to identify areas for improvement.
* Champion and foster a culture of continuous improvement within your team and throughout the broader business environment.
* Demonstrate a consistently positive and proactive "can-do" attitude while always upholding the highest standards of integrity in your actions.
* Thoroughly review and identify key facts to make well-informed decisions that contribute to positive and satisfactory customer outcomes.
* Apply a judicious blend of common sense and pragmatism in all interactions and decision-making processes to ensure positive and meaningful customer experiences.
* Identify and analyse trends in performance, actively driving initiatives and improvements that enhance the overall effectiveness of our business operations.
* Serve as an escalation point for colleagues when necessary, demonstrating a commitment to teamwork and collaboration.
* Exemplify positive behaviours in both complaints handling and team dynamics, serving as a role model for others to emulate.
* Proactively contribute to the enhancement of policies and practices, making recommendations for positive changes that align with the evolving needs of the organization.
* Exercise a senior mandate when it comes to compensation decisions, leveraging your experience and expertise to make informed and strategic choices.
Skills and Experience Required:
Essential:
* Minimum of 5 years' experience in complaints handling, preferably in the insurance service industry.
* Proven ability to build rapport quickly.
* Proficiency in Microsoft Office applications.
* Demonstrated experience in making fair and balanced decisions.
* Strong administrative skills with the autonomy to prioritize workload.
* Proven experience in providing excellent customer service in challenging situations.
* Strong literacy skills and effective communication with customers, stakeholders, and third parties.
* Track record of meeting targets or service level agreements.
* Knowledge of industry standards and regulations related to complaint frameworks.
* Keen eye for detail and accuracy in record-keeping and reporting.
* Good emotional intelligence, people, and negotiation skills.
* Experience using a broad range of financial services software packages.
* Previous senior role in insurance with a regulatory background.
Desirable:
* Previous experience in a continuous improvement or investigative role.
* Experience presenting customer data findings to senior stakeholders with recommendations.
* Expert knowledge of our business processes.
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