Complaints Handler

1 month 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

Pay rate £250 p/d umbrella

Job Description


About the role - What you need to know:


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.

Issuing decision letters (Final Resolution Letter) explaining your decision, why you came to this decision and what investigation have you done that lead to your decision.

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.


What we’re looking for:


Experience in delivering exceptional customer interactions in a professional and caring manner.

Natural empathiser with the willingness and ability to understand others point of view and to build rapport with customers.

Desire to embrace the freedom provided to do the right thing for the customer to derive the right outcome and exceed customer expectations

Ability to break down complex issues and assimilate a wide range of information to fully comprehend cause, impact, and solution.

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:


Collaborative approach to finding solutions, maintaining positive relationships with teams and departments across CLIENT Life.

Excellent team player, supporting a culture of individuality, fun, and the sharing and embedding of best practice.

Ability to work individually and under pressure

Drives own performance using creativity and your own initiative to overcome challenges, identify solutions and upskill knowledge and capability.


Get to know the business:


Come and join an ambitious and growing company that helps people plan for the future. We’re an innovative business who want to stand out from the crowd. At CLIENT Life UK, we are experts in protection. It’s what we do. We look after over 1.2 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.


This is reflected in our culture - we believe that the best things we do in life, we do for others. As we grow, we take tremendous pride in seeing our employees grow with us, and are committed to attracting, nurturing and developing the best talent.

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