ABOUT US:
We are a dynamic and growing Managing General Agent (MGA) operating in the UK insurance market, specialising in travel, gadget, and pet insurance. With a strong emphasis on innovation, customer experience, and agile product delivery, we work closely with our partners to provide tailored insurance solutions.
ROLE OVERVIEW:
The Complaints Officer is responsible for overseeing and managing the resolution of customer complaints within the business. This role involves investigating and addressing complaints, ensuring they are handled in accordance with regulatory requirements and company policies.
The Complaints Officer aims to resolve issues effectively while maintaining high standards of customer service and identifying opportunities for service improvements. The role requires strong analytical skills, a deep understanding of industry regulations, and the ability to handle complex and sensitive matters with professionalism and empathy.
Reporting to: Complaints Manager
Location: Horsham
Position Type: 6-month contract inside of IR35
Hours: Monday to Friday
09:00 – 17:00
KEY DUTIES & RESPONSIBILITIES:
* Responsible for proper handling of customer/company complaints; completing a thorough investigation, providing an outcome and issuing Final Response Letters
* Responsible for the issuing of appropriate correspondence to customers and other stakeholders (FOS, solicitors, etc)
* Preparation of Files for the FOS
* Ensure all customers and complaints are treated with courtesy and in line with Consumer Duty good conduct.
* Responsible for considering the adherence to IDD and GDPR is implemented in all complaint cases; including helping to identify areas for development / improvement.
* Responsible for ensuring Regulations in respect of DISP and FOS requirements for complaint assessment and reporting are adhered to.
* Support the Company by ensuring all Regulatory (PRA, FCA, EIOPA etc), ERGO and local Complaints standards are met.
* Champion FCA, Conduct and Consumer Duty initiatives within the Company
EXPERIENCE REQUIRED
* Experience in managing and resolving customer complaints, within the insurance industry.
* Understanding of industry regulations and compliance requirements related to complaints and customer service standards
* Understanding of industry best practice
* Experience in conducting thorough investigations into complaints, analysing evidence, and making informed decisions.
* Experience in handling complex and escalated complaints, demonstrating strong conflict resolution skills.
* Experience of bespoke letter writing for complaint responses is essential
SKILLS REQUIRED
* Knowledge of FCA Handbook requirements and Complaints best practice
* Demonstrates ability to practically apply knowledge in the following key areas:
* Consumer Duty
* Vulnerable Customers
* Training and Competence
* Data Protection
* Proficiency in complaint management systems and Microsoft applications