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Complaints Manager

3 months ago

Buckinghamshire, United Kingdom Rise Above Consulting Full time

We are working with the UK's leading Pet insurer to find a Complaints Officer. With a fantastic culture and hybrid working offering 4 days per week woring remotely, this is a great opportunity to advance your career in a progressive and purpose-led organisation.


The Complaints Officer will be responsible for effectively resolving and co-ordinating customer complaints and reporting processes within regulatory timelines in an award winning, fast growing, and exciting company providing animal insurance.


Main Responsibilities & Duties:


  • Complaints Co-ordination – Ensure that all complaints received are correctly identified, logged, acknowledged and responded to within FCA regulatory timelines
  • Thoroughly investigate and respond to customer complaints in line with The Financial Conduct Authority’s (FCA) regulatory expectations, Agria’s internal complaints handling policy and processes and the requirements of the Financial Ombudsman Service
  • Collaborate, provide support and complaints advice to operational areas as required
  • Support the production of Complaint Management Information and regulatory reporting
  • Act to deliver a good customer outcome and have the customer’s interests at heart
  • To draft and issue final response letters on resolution of complaints
  • Complete root cause/trend analysis and report on findings, along with recommendations to reduce complaint volumes or to improve business policy, process and Terms & Conditions
  • Collate information for provision to the Financial Ombudsman Service (FOS) and draft any necessary accompanying documentation/complaint summary
  • Identify training needs and knowledge gaps through complaints analysis
  • Design & deliver Complaints handling training to Operational areas as required
  • Adhere to Health & Safety requirements & legislation at all times
  • Adhere to the FCA Conduct Rules applying to this role
  • Be fully conversant and adhere to company and departmental policies and procedures all times
  • Carry out additional duties as requested by management to meet business needs
  • Attend and undertake relevant training, meetings and company events as required and to meet annual Continuing Professional Development requirements



Paying circa £30,000 plus benefits.