Executive Complaints Handler

4 weeks ago

Manchester, United Kingdom Markerstudy Full time

Overview:
**Job title**: Executive Complaints Handler

**Locations**: Manchester or Tunbridge Wells (hybrid working)

**Role overview**

Markerstudy Group have an exciting opportunity for an Executive Complaints Handler to join the team on a permanent basis.

Markerstudy is a leading provider of private insurance in the UK, insuring around 5% of the private cars on the UK roads, 20% of commercial vehicles and over 30% of motorcycles in total premium levels of circa £1b. Most of Markerstudy’s business is written as the insurance pricing provider behind household names such as Tesco, Sainsbury’s, O2, Halifax, AA, Saga and Lloyds Bank to list a few.

As an Executive Complaints Handler, you will help carry out a range of complex and technical analysis on FOS cases. You will be responsible for investigating and responding both verbally and in writing to Executive, MP, and Press complaints.

You will have responsibility for providing complaint handling advice and guidance across the business, and within Customer Relations. As well as helping to provide complaint overviews to Senior Management Team on request, and to provide FOS analysis and insight to the business, Head of Customer Relations and the Management team.

**Responsibilities**:
**Key Responsibilities**:

- Understand complaints process and procedures in line with our Regulatory Requirements
- Predominantly Motor skills required and an understanding of Home claims would be beneficial.
- To co-ordinate, collate and communicate information to customers / FOS/Stakeholders/MPs office/Press office, both verbally and in writing, that is of a technical nature
- To undertake detailed investigations, and provide guidance, advice and solutions to complex and technical customer complaints
- To understand and deal with Complex claims complaints (over £100,000)
- Knowledge and understanding of litigation complaints
- Resolve press complaints to ensure there is no reputational damage to the business
- Utilise specialist knowledge, skills and behaviours to effectively achieve a successful outcome to complex and technically difficult complaints while maintaining the maximum possible level of customer satisfaction.
- Contact customers and third parties by letter/phone to resolve customer complaints - typically on behalf of senior management and the Executive for complaints that are deemed sensitive such as ones that have high financial/reputational risk and also some that are raised via Social Media.
- To effectively and regularly work with stakeholders at a senior level throughout the business to ensure the best outcome for customers.
- Provide detailed complaint summary to Senior Management Team on request including any recommendations based on previous FOS decisions/learnings.
- To present business cases to various departments across the business to support the effective resolution of complaints
- Effectively facilitates and participates in cross site meetings, workshops and projects to achieve the desired outcomes
- Pro-actively monitor trends through FOS outcomes/learnings to identify opportunities for process improvements to improve the customer experience and financial efficiencies.
- Organise and prioritise own workload, ensuring all deadlines are met
- Develop and maintain key internal/external effective stakeholder relationships
- As required, effectively represent Markerstudy Insurance Services Limited at external industry events / seminars / conferences, and influence the implementation of learnings
- Shares knowledge, ideas and information freely to support others within the team to enable others to improve their capability
- Provide FOS Insight/data to the business and Customer Relations to understand upheld rate/trends.

Qualifications:
**Key Skills and Experience**:
This role would suit someone who has:

- Knowledge of claims processes and systems
- Previous complaint handling experience in a busy environment
- Some knowledge of regulatory time scales and experience working external regulators
- Experience carrying out detailed investigations internally and externally
- Strong written and verbal communication skills
- The ability to deal with customers in the right way and sensitively
- Confidence managing multiple cases at the same time and prioritising

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