Complaints Handler

3 weeks ago


Manchester, United Kingdom Insurance Revolution Full time

We have an exciting opportunity for an experienced and enthusiastic individual to join our busy Compliance Team within our Insurance Broking business. The role will be office based, at our Manchester Headquarters.

As a Complaint Handler you will be responsible for resolving complaints in line with TCF principles. Using your knowledge of our processes, you will conduct thorough investigations, complete root cause analysis and deliver outcomes to our customers.

You will also be responsible for identifying any trends to improve processes and training needs.

**Key Responsibilities;**
- Ensuring complaints are logged and acknowledged promptly in line with FCA requirements, our internal processes and SLA’s.
- Completing thorough investigations and delivering effective outcomes within a timely manner.
- Discussing resolution with a client verbally and issuing final response letters within the correct timescales.
- Keeping thorough records and completing accurate root cause analysis.
- Creating case files and liaising with the Financial Ombudsman Service.
- Dealing with GDPR Requests.
- Auditing on an AD/HOC basis.

**We are looking for someone with the following skills and experience;**
- Complaints handling experience
- Excellent Customer Service skills
- Call auditing experience
- File auditing experience
- Excellent letter writing skills
- Insurance experience (preferably vehicle based)
- Firm understanding of FCA regulations imposed on Insurance Intermediaries and in respect of Complaints i.e. ICOBs, DISP
- Genuine desire to want to improve team & individual performance
- Great people skills, the ability to provide clear and useful feedback
- Excellent attention to detail
- Strong communicator and able to manage multiple stakeholders both efficiently and effectively
- Can work by yourself but contribute to the team and work well within a collaborative and customer focused environment
- Strong PC skills, confident in using systems and Microsoft Office
- Excellent organisation and time management skills

**About us**:
Insurance Revolution was established with the focus on delivering the very best service to people who generally find it more difficult to get insurance. We believe we are starting a revolution in the insurance industry for people who are sick and tired of high premiums, poor service and a lack of understanding of them as individuals. We look at things differently and we try to understand our customers as a person and make sensible decisions about premiums.

The business is growing and with growth comes opportunities. We are very proud of what we have achieved and where we plan to go, so we also want our staff to feel proud to be part of our business.

**Job Types**: Full-time, Permanent

**Salary**: £20,000.00-£25,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Discounted or free food
- Gym membership

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- Compliance: 2 years (preferred)
- Insurance: 2 years (preferred)

Work Location: One location


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