Complaint Handler - Home Claims
Location: Remote
Length: 6 months
IR35: Inside
Lorien's leading Insurance Client is looking for several Complaints Handlers to join them on an initial 6 month contract basis working remotely.
This role is looking for people who have experience within customer service, specifically complaints handling within Home and Property sectors.
As a case handler, responsible for home claims property complaints, you'll own the problem and use your analytical skills to investigate and gather evidence on what's happened. Speaking up and asking questions, whilst remaining impartial, will help you determine what the right resolution is. And doing all of this, in an efficient and prompt way, within regulatory guidelines, will help get things back on track for our customers.
What you'll be doing:
1. Achieve good outcomes for your customers that are right first time, whilst adhering to all FCA Consumer Duty and regulatory requirements, and ensure that these are in line with our assurance handling requirements
2. Take the initiative by being relentless in solving problems, making thorough investigations including understanding the customer impact and any vulnerability, to support you making informed decisions on what is right for both the customer and the company
3. Follow our problem handling standards including evidencing and record keeping ensuring all complaint files are consistent, clear and easy to understand the story, for any reader, internal and external
4. Achieve efficiency and meet productivity targets in complaint handling and prompt customer resolutions by adhering to the structured day and task management process and customer contact guidelines
5. Ensure you keep your product knowledge up to date through effective use and review of policies, processes, and tools available to you
6. Provide appropriate and effective feedback, both positive and developmental, to help improve frontline business and associated service providers complaint-handling
7. Achieve and maintain the required level of performance against KPI minimum standards
8. Strive for favourable FOS upheld rates, while reviewing your own and the wider department's decisions, whether overturned or upheld, to apply learnings to future cases
What we're looking for:
9. Must have previous experience in handling home claims property complaints within the financial services general insurance industry, as well as a good understanding of complaint handling regulatory requirements.
10. A passion for delivering an excellent customer experience and confident in dealing with customers over the phone or in writing.
11. An inquisitive mindset, strong analytical and problem-solving skills, and the ability to impartially review complaints, and all relevant evidence and make decisions that ensure a fair outcome for customers is essential
12. Be able to liaise between our multiple business areas and service providers confidently, to influence people and situations to achieve fair outcomes
13. Excellent listening and empathy skills as well as written and verbal communication abilities and ability to construct written final decisions
14. Effectively manage a caseload of customer complaints, being able to plan, prioritise and achieve deadlines
15. Ability to self-manage, motivate, and work on your own initiative
16. Unifying customer views and implementing tooling for users to self-serve.
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.