Complaints Administrator, Permanent, Reading, hybrid working, to £30,000
Complaints Administrator needed to join lovely team. Hybrid working, you will work from home 3 days a week and from the office 2 days a week. You will handle and resolve complaints, breaches and Data Subject Access Requests (DSARs). This Insurance company prides itself on creating a great working atmosphere with regular support meeting to ensure you are enjoying your role.
Responsibilities include:
* Ensuring a successful outcome for advisers and customers
* Ensuring that the quality of services continues to meet and be recognised for leading the market
* Handling and managing Customer and Distributor complaints from receipt to resolution
* Ensuring that complaints are investigated diligently and fairly and the correct outcome is reached, paying due consideration to customer vulnerabilities
* Responding to complaints within regulatory deadlines and company service level agreements
* Resolving complaints as Summary Resolution or Final Response, as appropriate
* Assisting the Quality Assurance and Complaints Manager with responses to complaints referred by the Financial Ombudsman Service
* Assisting with the oversight of all breach cases including the resolution of individual breaches and liaising with the relevant parts of the business to support resolution
* Managing DSARs from receipt of the request to disclosure of the requested information, within regulatory deadlines
* Providing feedback to Operational Team Managers to ensure competency of the Operations department is maintained and improved
* Providing relevant and valuable feedback to other department managers (i.e Claims, Underwriting) in a timely manner
* Liaising with IT Team to raise system issues and suggest meaningful ways to improve the service
* Ensuring Standard Operating Procedure documents are reviewed against documented review dates
* Maintaining documents when changes in process are implemented through regulatory change, breach & complaint root cause analysis or system enhancements
Skills required:
* Previous Complaints Handling experience is essential
* Financial services sector experience is preferred
* Problem solving, strong investigative skills
* Excellent written and verbal communication skills
* Ability to work with a variety of stakeholders and colleagues, both internally and externally,
* Proactive and able to self-manage a varied workload
* Able to work to strict deadlines