Job Title: Senior Complaints Handler – Household
Contract Type: Secondment, Part Time, Full Time, Job Share option available
Salary Range: £26,800 - £40,200
Location: Hybrid, Flexible
Closing Date for applications: 31st December
Hiring Manager - Zoe Backhouse
Senior Complaints Handler – Household: Are you passionate about delivering exceptional customer service and ensuring fair outcomes? Ageas is looking for a dedicated Senior Customer Complaints Handler to join our newly developed Complaints team. Reporting directly to a Team Leader, you will play a key role in managing and resolving customer complaints with the highest level of service and professionalism.
In this role, you will act as the voice of the customer, ensuring every complaint is handled fairly. You will proactively manage complaints, working with various contacts and stakeholders to achieve thorough resolutions. Additionally, you will maintain system accuracy in both claims and complaint systems to ensure high-quality management information and accurate root cause analysis.
If you thrive in a customer-focused environment and are eager to make a positive impact, we invite you to join our team and help us continue to deliver outstanding service to our customers.
Main Responsibilities:
1. Ensure the right outcome is achieved for our customers by handling complaints effectively.
2. Undertake root cause analysis of individual complaints, and complaint trends to identify potential process and training improvements
3. Utilise incident/risk management to mitigate business risk and customer detriment identified through complaint findings
4. Follow Household Claims processes, FCA Dispute Resolution Rules, and complaint handling Service Level Agreements. .
5. Maintain an advanced customer-focused approach towards dispute resolution.
6. Maintain key stakeholder engagement to ensure thorough and considered complaint resolution.
7. Ensure the customer is at the heart of everything we do, understanding their needs and tailoring outcomes in line with Ageas Care.
8. Working with the Claims Team Leader to champion the customer experience and cultural changes needed to re-enforce consistent customer management across the Household claims teams .
9. Managing complaints across all perils including subsidence.
Skills and experience:
10. Must be currently in Household claims department and post probationary period
11. Strong understanding of insurance products, complaint regulation, household claims processes, and the Financial Ombudsman Service.
12. Good understanding of regulatory standards, customer outcomes, risk management, and FCA regulations.
13. Excellent verbal and written communication skills with customers and stakeholders.
14. Proficiency in Windows Office packages (Word, Excel, Outlook, PowerPoint) and quick learning of new technology. Knowledge of household claims operational systems is beneficial.
15. Ability to develop and maintain a network of contacts both internally and externally, collaborating cross-functionally.
16. Subsidence experience preferable .
17. Strong analytical and statistical skills with lateral thinking for effective complaint resolution.
18. Proactive problem-solving skills and creativity in finding solutions.
19. Excellent planning, time management, and organizational skills with attention to detail.
20. Ability to prioritize and manage multiple tasks without compromising quality.
21. Professionalism and teamwork, leading by example and showing appropriate behaviours.
22. Curiosity and ownership of performance, striving for continuous improvement.
23. Theoretical insurance/legal knowledge and success in insurance exams are advantageous.
At Ageas we offer a wide range of benefits to support you and your family inside and outside of work, which helped us achieve, Top Employer status in the UK.
Here are some of the benefits you can enjoy at Ageas:
Flexible Working- Smart Working @ Ageas gives employees flexibility around location (as long as it’s within the UK) and, for many of our roles, flexibility within the working day to manage other commitments, such as school drop offs etc. We also offer all our vacancies part-time/job-shares. We also offer a minimum of 35 days holiday (inc. bank holidays) and you can buy and sell days.
Supporting your Health- Dental Insurance Health Cash Plan, Health Screening, Will Writing, Voluntary Critical Illness, Mental Health First Aiders, Well Being Activities – Mindfulness.
Supporting your Wealth- Annual Bonus Schemes, Annual Salary Reviews, Competitive Pension, Employee Savings, Employee Loans.
Supporting you at Work- Well-being activities, mindfulness sessions, Sports and Social Club events and more.
Supporting you and your Family-Maternity/pregnant parent/primary adopter entitlement of 16 weeks at full pay and paternity/non-pregnant parent/co-adopter at 8 weeks’ full pay.
Benefits for Them- Partner Life Assurance and Critical Illness cover.
Get some Tech- Deals on various gadgets including Wearables, Tablets and Laptops.
Getting around- Car Salary Exchange, Cycle Scheme, Vehicle Breakdown Cover.
Supporting you back to work- Return to work programme after maternity leave.