Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.
You are applying for a role with the Property Redress Scheme, part of HFIS Limited – the group behind trusted brands such as mydeposits, Total Landlord Insurance, Property Redress, Landlord Action and Hamilton Fraser. HFIS Limited is part of Brown & Brown (Europe) Limited.
Working options | office-based with optional rotational remote working in line with divisional requirements
Working pattern | full time
Working hours | 37.5 (Monday – Friday) hours per week
Reports to | Resolution Department Lead
What we’re looking for:
As a Case Assessor, you'll receive and handle complaints, so experience working in a complaint or claims handling role in a property, legal or customer service environment is essential. You’ll need to plan and organise your time and resources, as you’ll be working towards Key Performance Indicators (KPIs) and within set timescales.
You’ll be giving advice to members and complainants over the telephone and by email, so you’ll be passionate about delivering exceptional customer service and be able to communicate clearly.
Excellent attention to detail is a must as you’ll be collecting and collating complaint evidence to help you write decisions and recommendations to resolve complaints.
Some of the things you'll get up to:
* Handling complaints making sure all KPIs and timescales are followed
* Updating complainants and members about the status of their complaint, regularly contacting them throughout the complaint’s journey
* Liaising with letting and estate agents, landlords, tenants, leasehold management companies and other property professionals
* Working with the case officers in escalating and investigating reviews requests of decisions, and responding to any service complaints when needed
* Checking and logging complaints accurately
* Maintaining your complaints data accurately, giving information to relevant parties when needed
We’d like you to have:
* experience in the property sector, especially the private rented sector is desirable, as well as a basic understanding of the insurance or financial services industry
* previous work experience relating to complaint or claims handling within a property, legal or customer service environment
* excellent customer service skills with an excellent telephone manner and able to communicate clearly and precisely
* excellent attention to detail
* the ability to work within a team environment and co-operate with teammates, building effective working relationships
* drive and self-determination with the ability to find and implement solutions to problems
* the ability to plan and organise making effective use of time and resources
* sound knowledge of Microsoft Office packages and the ability to learn new systems and processes as needed
* 23 days holiday + UK bank holidays
* Life assurance
* Private health care for you and dependents
* Employee assistance programme, including GP line, cashback for treatments, advice line
* Season ticket loan
* Annual leave purchase scheme
* As part of the HFIS Group, access to discounted personal insurance is available
At HFIS we value development and progression of all our people and so we also offer financial support for studying towards professional qualifications plus study time. As a teammate you will also benefit from a wide variety of high-quality in-house and external training.
We have a relaxed and friendly environment, and our dress code reflects this.
We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.
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