Join to apply for the Complaints Handler role at Markerstudy Group.
My client is a leading and expanding motor insurance group, renowned for staff reward and recognition, ranked highly in The Times Top 30 Big Companies to work for.
Locations: Manchester / Tunbridge Wells
Hours: Monday to Friday, 9am - 5pm
Overview
Based in Manchester or Tunbridge Wells, you will proactively manage your own caseload of complaints within the Customer Relations team. You will take ownership of cases, resolve complaints in line with standards and FCA regulations, and assist in root cause analysis to improve customer service performance.
Responsibilities
* Handle complaints within deadlines and regulatory requirements from receipt to resolution.
* Communicate with customers to understand their complaints and reach fair outcomes.
* Assess customer needs and consider individual circumstances.
* Gather information from relevant parties to investigate complaints.
* Resolve complaints professionally, ensuring customer satisfaction.
* Maintain accurate records of complaints.
* Identify trends and provide feedback for continuous improvement.
* Stay updated on regulatory changes and organisational policies.
* Apply TCF principles and report risks.
* Maintain a positive, empathetic, and professional attitude at all times.
Performance Indicators
* Accurate complaint records.
* Effective communication with customers.
* Meeting KPIs and quality standards.
Essential Skills
* At least 2 years of customer service experience, with knowledge of FCA and FOS guidelines.
* First-class customer service skills and a positive approach.
* Motor insurance experience is desirable.
* Empathy, trust, and proactive problem-solving skills.
Additional Details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Other
* Industry: Consumer Services
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