Complaints Investigator

4 days ago

London, United Kingdom Birchlake Recruitment Ltd Full time

We are delighted to be working exclusively with a major insurer to help them deal with an increasing volume of complaints. As such, they require an experience Complaints Investigator with proven experience of dealing with complaints within an insurance environment.

This is an initial 12 month fixed-term contract working on a hybrid basis, with the possibility of the role either being extended or transferring to a permanent position.

Role Purpose:

  • Able to assist with all administrative aspects of complaints handling to ensure that the business adheres to regulatory and group requirements.
  • Demonstrate a high work ethic and possess the necessary knowledge and skills to support the firms strategic objectives.
  • Operate within established controls that enable the firm to meet its strategic objectives and place customers at the forefront of business operations.

Duties:

  • Plan and prioritise allocated workloads against agreed service standards.
  • Take ownership for investigating and responding to internal and external requests accurately and efficiently.
  • Competent in handling complaint correspondence and resolving challenging customer communications and queries to effective resolution.
  • Ensure all work completed is done so in accordance with applicable regulation, procedure and policy whilst utilising judgement to resolve issues and record trends.

Skills & Requirements:

  • Experience and knowledge of working within an Insurance (non PPI) environment within Financial Services is essential, knowledge of Property Insurance is beneficial.
  • Experience of working in a customer facing/engagement environment and resolving customer complaints.
  • Able to work within a team and independently.
  • Understanding numerous/complex customer administration processes and policies.
  • Possess technical knowledge within the financial services industry around simple and complex queries, and ability to interpret and explain policy documentation.
  • Produce high standard of written correspondence to complainants, legal representatives, and internal and external stakeholders.
  • Able to identify and manage vulnerable customers and their relevant needs.
  • Excellent customer service skills
  • Strong written communication skills.
  • Proficiency in Microsoft Office packages, including Microsoft Outlook, Word, and Excel.

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