Customer Complaint Handler
Description : 14 Mar, 2023
We are recruiting for a Customer Complaint Handler for a Southend on Sea, Essex based long standing organisation in the insurance sector.
As a Customer Complaint Handler you will report to the Customer Care Team Manager and will be responsible for investigating, resolving, and responding to complaints received via a variety of channels including telephone, email, letter, and live chat. As a Customer Complaint Handler the key objective is to deal with complaints in a timely and fair manner whilst adhering to business and regulatory guidelines.
Key Responsibilities
To ensure that all complaints are handled within timescales & FCA guidelines maintaining ahigh standard of response which is accurate, concise and professionalMaintain appropriate records relating to all complaint activity using internal systemsTo provide a high–level overview of urgent/priority cases where required to the SeniorManagement TeamTo identify trends and root cause of complaints making recommendations for improvementwhere necessaryTo produce high quality written correspondence to customers and the FinancialOmbudsman Service (FOS) which are in line with their Quality Assurance guidelinesDevelop and maintain industry knowledge, including regulatory and legislative changes, withparticular attention to FOS outcomesTo work within the organisation's regulatory framework and adhere to their Quality Assurance Programme. Person Specification
A proven track record of delivering high standards of customer care in a similar roleExcellent communication skills both verbal and writtenAbility to problem solve autonomously or as part of a teamFlexible, with the ability to adapt to changing requirementsAble to work under pressure to meet deadlinesCommitted to excellent customer service and prepared to go the extra mile to ensurecustomer satisfaction.Competent level in Excel, Word, and InternetCII–IF1 preferred Hours
37.5 hours per week. The Call Centre is open during the following hours:8.30am–8pm Monday to Friday9am– 5:30pm Saturday10am– 5:30pm Sunday9am–5pm Bank Holidays Salary GBP23,000 per annum.
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