Job Title – Senior Complaint Handler
Department – Customer Service
Location – Croydon – Hybrid – 3 days in the office two days at home
Salary - £30,000
Bonus - £3000
The role:
Respond to customer complaints in an efficient and professional way. By means of investigation and review, ensure that the outcome of any issues is fair and reflects our service expectations.
Manage standard complaints and FOS complaints.
Hours:
Thirty-five hours per week, Monday to Friday between the hours of 8am and 6pm. These hours may vary in line with business needs
You will:
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Log all complaints on to the Respond system, ensuring all relevant information is entered. In the case of written complaints, missing information should be requested by telephone to ensure a fast response.
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Manage the investigation and resolution of issues within a target of 5 working days. Written correspondence should only be used where requested by the customer, required for reasons of compliance or where we have been unable to contact the customer by phone.
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You will be responsible for coordinating the collation and review of any reports and investigations required to respond to the complaint..
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You’re expected to manage your diary; chasing information from internal and external third parties and where appropriate, escalate any non- respondents to your Team Manager.
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Calls can be transferred directly from the Operations areas and you should handle these in real time.
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Make sure that your Respond files are always up to date
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Ensure complaints resolution is aligned with regulatory expectations and Timelines
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In some cases it may be appropriate to offer the customer a gesture of goodwill. It’s your responsibility to decide when this is needed and to determine what is most appropriate. Where a third party is funding or contributing to the gesture, you’re responsible for making sure the costs are rebilled.
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Issues are raised through a variety of sources. When raised by clients, you need to ensure clarity of responsibility for responding.
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We expect you to involve the relevant people (usually customer services) within our clients’ organisations to make sure they are aware of any potential escalations or media/social media involvement.
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To escalate issues, where appropriate, to the Customer Service Team Manager with recommendations of action to be taken
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We expect you to resolve the majority of customer issues by telephone. You will need to write letters, but it enables us to provide a much better service to the customer.
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To liaise with Regional, Operational and Technical Managers, as required.
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Ensure that you handle all complaints in line with the principles of TCF
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Handle all complaints in accordance with FCA regulations
About you:
The following are essential:
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Experience in Travel claims or medical assistance requested
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Previous experience in regulated environment and knowledge of consumer duty
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Good standard of general education; English and Maths A-C GCSE or equivalent
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A proven track record of delivering high standards of customer care in a similar role
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Experience of dealing with high level customer complaints
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Excellent letter writing skills, telephone manner and attention to detail
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Organised with strong administration skills
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PC literate and well versed in using MS Office packages, such as Word
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Ability to problem solve autonomously or as part of a team
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Self-motivated and enthusiastic
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Flexible, with the ability to adapt to changing requirements
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Able to work under pressure in order to meet strict work timescales
The following attributes are desirable:
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A’ Levels or equivalent
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Insurance/Motor background experience
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Dealing with customer complaints
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Working knowledge of the FCA
Staff Benefits
You will receive excellent training for this role as we are dedicated to ‘Achieving Excellence Through Learning.’ You are always encouraged to bring your ideas and highlight any areas for improvement in processes.
In exchange for your expertise, experience and enthusiasm, we will offer support in continuing your personal and career development, in addition to providing a wide range of employment linked benefits.
We will provide you with competitive annual leave and contribute towards a company pension scheme. You will have access to a range of discounts on Allianz products, as well as vouchers and discounts for high street and online retailers. You will also benefit from our company bonus scheme, Private Medical Cover, competitive annual leave, annual Flu vaccination, annual Eye Care vouchers, discounted Travel Insurance, Roadside Assistance free after 6 months’ probation, Corporate Social Responsibility and an Interest free season ticket loan after probation.
Successful applicants to our career opportunities will be able to demonstrate they share the values and behaviours we seek in our organisation.
We also provide a comprehensive Employee Assistance Programme (EAP) which is available from day one of employment. Confidential 24/7 helpline and an app to access life, money and wellbeing resources including mental wellbeing support, debt and legal advice
About Allianz:
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, grow, and shape a better future for our customers and the world around us.
Dedicated to bringing global protection and care, Allianz Partners is the B2B2C leader in insurance and assistance solutions in the following areas of expertise: travel insurance, assistance, mobile device & digital risks insurance, international health & life and automotive insurance. We care for our customers, and our caring nature extends to our employees. We don't just hire people, we commit to them, nourish them and invest in their careers because we recognize that your development goes hand in hand with our growth and success.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let's care for tomorrow.