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Legal Complaints Handler

4 months ago

London, United Kingdom Undisclosed Full time

Job Title: Complaints Handler Duration: 6 months
Location: Reigate / Remote – will initially have to do some training in Reigate
Complaint Handler will report to the Customer Services Complaints Manager. As a Complaints Handler you will be:
Recording and acknowledging all complaints in writing as they are captured
Investigating and resolving complaints to a highest standard, ensuring all aspects of every customer complaint are addressed and each complaint has a fair outcome.
Liaising with appropriate business areas when investigating and resolving complaints.
Make provisional decisions as to whether a customer is due compensation.
Ensure that all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards/regulations at all times (including Conduct Risk)
Supporting the process of delivering feedback to business areas on their complaints handling practices.
Complete Root Cause Analysis (RCA) on each complaint, identifying trends and opportunities to avoid reoccurrence and recommend improvements to procedures and processes.
Manage incoming requests for complaints data/MI making contact with the business to follow up on agreed resolutions and recording outcomes, issuing correspondence where appropriate.

Whilst previous Financial Services / Complaints experience would be an advantage, we are looking for someone with the skills and attitude to make a positive contribution to the existing Team.

Skills that will help you in the role:

Excellent team player, supporting a culture of individuality, fun, and the sharing and embedding of best practice.
Drives own performance using creativity and your own initiative to overcome challenges, identify solutions and upskill knowledge and capability.

Come and join an ambitious and growing company that helps people plan for the future. 2 million people, specialising in life insurance, income protection, critical illness cover and more. For us, protection products are about more than financial security, it’s about helping people live better lives, supporting them when they need us most.