Customer Complaint Handler

2 weeks ago


SouthendonSea, Southend-on-Sea, United Kingdom ENS Recruitment Full time

We are recruiting for a Customer Complaint Handler for a Southend on Sea, Essex based long standing organisation in the insurance sector.

Key Responsibilities

  • To ensure that all complaints are handled within timescales & FCA guidelines maintaining a
- high standard of response which is accurate, concise and professional

  • Maintain appropriate records relating to all complaint activity using internal systems
  • To provide a highlevel overview of urgent/priority cases where required to the Senior
  • Management Team
  • To identify trends and root cause of complaints making recommendations for improvement
- where necessary

  • To produce high quality written correspondence to customers and the Financial
  • Ombudsman Service (FOS) which are in line with their Quality Assurance guidelines
  • Develop and maintain industry knowledge, including regulatory and legislative changes, with
- particular attention to FOS outcomes

  • To 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 role
  • Excellent communication skills both verbal and written
  • Ability to problem solve autonomously or as part of a team
  • Flexible, with the ability to adapt to changing requirements
  • Able to work under pressure to meet deadlines
  • Committed to excellent customer service and prepared to go the extra mile to ensure
- customer satisfaction.

  • Competent level in Excel, Word, and Internet


CII
  • IF1 preferred
Hours

  • 37.5 hours per week.
The Call Centre is open during the following hours:

  • 8.30am 8pm Monday to Friday
  • 9am 5:30pm Saturday
  • 10am 5:30pm Sunday
  • 9am 5pm Bank Holidays
Salary £23,000 per annum.

Job Types:
Full-time, Permanent

Salary:
£23,000.00 per year

Schedule:

  • Day shift

Work Location:
One location

Reference ID:
kb 12286

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