Complaints Officer

4 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

  • Complaints Officer

    5 months ago

    Stoke-on-Trent, United Kingdom NHS Staffordshire and Stoke-on-Trent Integrated Care Board Full time

    Staffordshire and Stoke-on-Trent Integrated Care Board is looking to appoint a part-time Band 5 Complaints Officer to join the Patient Services Team, working Wednesday to Friday. The postholder will manage a portfolio of cases and will be required to manage this in accordance with the relevant legislation and associated guidance, working autonomously and...

  • Complaints Officer

    5 months ago

    Stoke-on-Trent, United Kingdom NHS Staffordshire & Stoke On Trent Integrated Care Board Full time

    Be part of a high quality and effective complaints and PALS service working on behalf the ICB in accordance with the relevant legislation, local and national guidance. Receive, manage and respond to formal complaints, PALS enquiries and letters from MPs. Display a patient-centred approach and be responsive to the needs of external ICB customers. Work under...

  • Complaint Intervention Officer

    5 months ago

    Stoke-on-Trent, United Kingdom Davies Group Full time

    **Complaint Intervention Officer** **Stoke-On-Trent - ST1 3DH** **37.5 hours a week** **Permanent, hybrid working after probation** **#INDHP** **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...

  • Complaints Advisor

    4 weeks ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom University Hospital of North Midlands Full time

    Job Title: Complaints AdvisorWe are seeking a highly skilled and experienced Complaints Advisor to join our team at University Hospitals of North Midlands. As a key member of our Complaints Team, you will play a vital role in ensuring that patients and their families receive the highest level of care and support.Main Responsibilities:Provide expert advice...

  • Complaints Advisor

    4 weeks ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom University Hospital of North Midlands Full time

    Job Title: Complaints AdvisorWe are seeking a highly skilled and experienced Complaints Advisor to join our team at University Hospitals of North Midlands. As a key member of our Complaints Team, you will play a vital role in ensuring that patients and their families receive the highest level of care and support.Main Responsibilities:Provide expert advice...

  • Complaints Quality Advisor

    2 weeks ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom University Hospital of North Midlands NHS Trust Full time

    About the RoleWe are seeking a highly skilled and experienced Complaints Quality Adviser to join our team at University Hospitals of North Midlands NHS Trust. As a key member of our complaints team, you will play a vital role in ensuring that patients and their families receive high-quality care and support throughout the complaints process.Key...

  • Complaints Quality Specialist

    3 weeks ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom University Hospital of North Midlands Full time

    Job Title: Complaints Quality AdviserWe are seeking a highly skilled and experienced Complaints Quality Adviser to join our team at University Hospitals of North Midlands NHS Trust. As a key member of our Complaints Team, you will play a vital role in ensuring that our patients receive the highest quality care and that their concerns are addressed in a...

  • Complaints Quality Specialist

    3 weeks ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom University Hospital of North Midlands Full time

    Job Title: Complaints Quality AdviserWe are seeking a highly skilled and experienced Complaints Quality Adviser to join our team at University Hospitals of North Midlands NHS Trust. As a key member of our Complaints Team, you will play a vital role in ensuring that our patients receive the highest quality care and that their concerns are addressed in a...

  • Complex Complaints Specialist

    5 months ago

    Stoke-on-Trent, United Kingdom Vodafone Full time

    **Complex Complaints Specialist - Hybrid Stoke**: Location: Stoke Contact Centre (Blended home working) Onsite minimum 8 days per month **Salary**: From £26,000 - £32,000 + Vodafone Benefits Hours: 37.5 hours weekly rotating Monday to Sunday 8-8 Including Bank holidays Vodafone UK’s blended working approach means you’ll come to your contracted hub...

  • Complex Complaints Specialist

    4 months ago

    Stoke-on-Trent, United Kingdom Vodafone Full time

    **Complex Complaint Specialist**: Location: Stoke On Trent / Hybrid (Blended home working) Onsite a minimum 8 days per month at the Stoke on Trent Contact Centre Working Hours: Full Time 37.5 hours weekly rotating Monday to Sunday 8-8 Including Bank holidays Hybrid At Vodafone UK we believe that through collaboration and connection we can achieve great...

  • Complex Complaints Specialist

    4 months ago

    Stoke-on-Trent, United Kingdom Vodafone Full time

    **Complex Complaint Specialist**: Location: Stoke On Trent / Hybrid (Blended home working) Onsite a minimum 8 days per month at the Stoke on Trent Contact Centre Working Hours: Full Time 37.5 hours weekly rotating Monday to Sunday 8-8 Including Bank holidays Hybrid At Vodafone UK we believe that through collaboration and connection we can achieve great...

  • Technical & Regulatory Complaints Consultant

    4 months ago

    Stoke-on-Trent, United Kingdom Davies Group Full time

    **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...

  • Complex Complaint Resolution Specialist

    7 days ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom Vodafone Full time

    Job SummaryWe are seeking a highly skilled Specialist Care Manager to join our Vodafone UK Consumer Team. As a Specialist Care Manager, you will be responsible for resolving complex customer complaints in a timely and professional manner.Key ResponsibilitiesInvestigate and resolve complex customer complaints, utilizing your natural curiosity, tenacity, and...

  • Complex Complaints Specialist

    5 months ago

    Stoke-on-Trent, United Kingdom Vodafone Full time

    **Complex Complaint Specialist**: Location: Stoke On Trent / Hybrid (Blended home working) Onsite minimum 8 days per month) **Salary**: From £26,000 - £32,000 + Vodafone Benefits Working Hours: Full Time 37.5 hours weekly rotating Monday to Sunday 8-8 Including Bank holidays Hybrid At Vodafone UK we believe that through collaboration and connection we...

  • Technical & Regulatory Complaints Consultant

    4 months ago

    Stoke-on-Trent, United Kingdom Keoghs LLP Full time

    **Technical & Regulatory Complaints Consultant** **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...

  • Customer Resolution

    5 months ago

    Stoke-on-Trent, United Kingdom Aspire Housing Full time

    **Hybrid working with at least 2 days in the office** We put People First by delivering safe, decent homes and excellent housing services through our talented Aspire team. We have an exciting opportunity to join our team as a new Customer Resolution Officer. We’re looking for an individual that has worked in a similar complaints role and understands the...

  • Senior Pals Officer

    6 months ago

    Stoke-on-Trent, United Kingdom University Hospitals of North Midlands NHS Trust Full time

    Manage and oversee the PALS Officers at both Royal Stoke and County sites and County Main Reception Staff. - Work as part of a team, handling informal concerns and complaints in preparation for investigation within specified time limits. - Undertake occasional non-complex complaint investigations. - Liaise with complainants, identifying the key points,...

  • Housing Officer

    5 months ago

    Stoke-on-Trent, United Kingdom Adullam Homes Full time

    **Housing Officer** **Location**:Stoke **Salary**:£**27,000 Per annum** **Job title: Housing Officer** We have an opportunity for **a **Housing Officer** **to join our organisation. The **Housing Officer** **will be home-based or based at our offices in **Stoke.** **PURPOSE OF THE JOB**: This is a key post contributing to the management and delivery...

  • Complaints and Customer Feedback Officer

    5 months ago

    Southend-on-Sea, United Kingdom Estuary Housing Association Full time

    If you’re passionate about providing great customer service, then we’d love you to join us as a Complaints and Customer Feedback Officer. The role of the Complaints and Customer Feedback Officer is to provide an efficient and effective customer services role, processing all complaints, feedback and enquiries via multiple channels. The officer will also...

  • Complaints and Customer Feedback Officer

    5 months ago

    Southend-on-Sea, United Kingdom Estuary Housing Association Full time

    Vacancy Salary - **£26,508.30** - Vacancy Location - **Southend-on-Sea, Essex (Hybrid Working)** - This is a _permanent_, _full time_ vacancy_ that will close _in 14 days_ at 17:00 BST_. _ **The Vacancy** If you’re passionate about providing great customer service, then we’d love you to join us as a Complaints and Customer Feedback Officer. The role...