Complaints Officer

3 months ago

StokeonTrent, United Kingdom Davies Group Full time

**Complaint Intervention Officer**

**Stoke-On-Trent**

**37.5 hours per week**

**Why would you join Davies?**

At Davies people are at the heart of all we do, out values state that we succeed together, and it is this, that makes the business a great place to work You will be valued and supported and receive excellent benefits including but not limited to:

- Reward platform - discounts for over 800 retailers
- 25 days holiday (rising with service plus option to purchase up to 5 extra days a year)
- Development, training, and professional qualifications

Working within a busy Customer Relations department, you will be responsible for the management of all newly received complaints, ensuring that they are logged, acknowledged promptly. Utilising strong written and oral skills, you will work with customers to achieve a desirable resolution, liaising with various departments around the business to ensure remedial action is taken. This role is crucial in intervening and investigating claims to ensure informal resolutions are achieved, without the need for a formal complaints process to be instigated. You will be an integral part of Customer Relations and will regularly communicate with our client to provide updates on complaints performance.

**What will your day look like**:

- Ensure all customer complaints are recognised, accurately logged and acknowledged in a timely manner, in line with FCA regulations.
- Using excellent written and oral skills, discuss complaint cause and resolution with customers to establish required remedial action.
- Liaise with various business departments to take necessary steps in order to complete remedial actions to resolve customer complaints.
- Conduct file reviews to establish root cause of complaint and draft final response letters to be sent to customers.
- Regularly communicate with client Customer Service department to update them on complaint figures and hand over formal complaints, providing supplementary comments and timelines to aid their investigations.
- Generate weekly/monthly client complaints reports to agreed format and SLA
- Ensure Key Performance Indicator targets are reached and maintained.
- Monitor and track root cause analysis and highlight trends and areas of improvement to be fed back to Customer Relations and Claims teams’ management.
- Be a champion for continuous improvement in order to improve complaint metrics within the Claims function.

**Abilities And Knowledge**:

- 5 GCSE’s grade A-C including Maths & English
- At least 1 years’ experience within a complaint handling environment
- Experience within a Customer Service team from a regulated business preferable
- Excellent verbal and written communication skills is required
- Good Microsoft Office skills
- Excellent time management
- Excellent attention to detail
- Ability to multi-task and prioritise work load
- Excellent listening skills

**A bit about Davies**:
We are a global team of more than 6,500 professionals and growing, operating across the UK, Ireland, the US, Canada & Bermuda. Specialising in professional services and technology firms, working in partnerships with leading insurance, which are highly regulated, global businesses.

We are a multi award-winning specialist professional services and technology business. We deliver operations, consulting and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation, customer experience, human capital, transformation & change management.

**Our values**:
Davies is a community of outstanding people. We welcome different perspectives, support each other’s ambitions, and grow together. In a fast-changing business environment, we adapt and look ahead. We succeed because we are multi-talented: in the skills of our teams, specialisms, and sector expertise. Working together, we are greater than the sum of our parts.

We are **D**ynamic - We readily adapt to the changing environment. We strive for what’s next. We relentlessly seek more: for our business, our clients, our colleagues, and our communities.

We are **I**nnovative - We are solution-focused. We have an entrepreneurial mindset. We are empowered to discover new paths.

We **S**ucceed together
- We support each other to grow. We value different perspectives, ideas, and experiences. We make an impact in our communities.

We are **C**onnected - We are united under one mission. We believe in the power of Davies to make a difference. We are greater than the sum of our parts.

We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

INDHP

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

**Salary**: £20,835.32 per year

**Benefits**:

- Compan

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