Complaints Investigator

6 months ago

Redhill, United Kingdom PRINCEWOOD RECRUITMENT Full time

**Due to expansion our client is keen to recruits to their Home & Motor complaints team.**

You will be responsible for handling escalations and complaints to improve customer journey and experience. The role will require adherence to internal processes and FCA DISP guidelines. Upon completion of investigation, where necessary, you will suggest improvements/feedback based on complaints received. The role also requires an understanding of how to interpret policy terms.

Experience within this field is preferred, however not essential.

**Responsibilities**:

- To provide essential support to the business, to be responsible for the proper handling and resolution of customers’ complaints and underwriters’ queries in accordance with regulatory timescales and to meet targets for completion of complaints, as agreed by and with the business.
- To advise the customer of the decision made on the complaint first by telephone and then to confirm this in writing, confirming all regulatory rights.
- To support and assist other team members in the resolution of complaints and collectively share knowledge.
- To share initiatives into the complaints team to reduce the volume, cost and impact of complaints.
- To assist in assuring the quality of peers’ complaints handling is of an adequate standard.
- To manage and respond to complaints within agreed processes and budgetary guidelines for payment of compensation.
- To assist in the management of complaints referred to Ombudsman service
- To answer recurring correspondence with the complainant and assist in responding to information requests.
- To participate in the receipt and delivery of training relevant to the proper performance of the role.
- Support the Team Manager in the implementation of change.
- Provide support and coaching to operations and other bodies to ensure learnings because of complaint handling are communicated.
- Responding to customers’, clients, and underwriters’ notifications of complaints.
- Adhering to regulatory time obligations, client guidelines and internal procedures for responding to complaints.
- Maintaining a high level of quality and participating in quality reviews.
- Preparing and retaining adequate records of complaints.

**Person Specification**:

- Exceptional Customer Service skills.
- Previous complaints handling experience is desirable, but not essential.
- Thrive under pressure and feel comfortable managing multiple tasks simultaneously.
- Great at using your initiative and have a keen eye for detail.
- Confident and resilient person who’s able to remain calm and professional even when facing challenging situations.

**Salary/Benefits**
- Salary up to £26,000
- 9am - 5pm Monday to Friday, hybrid working x2 days a week in the Redhill office
- Life Assurance (up to 4 x annual salary)
- 22 days annual leave plus Bank Holidays
- Private Healthcare
- Staff Motor Breakdown and Home Emergency Cover
- Discounted Home Insurance and free travel insurance

**Job Type**: Fixed term contract
Contract length: 6 months

**Salary**: £23,000.00-£26,000.00 per year

**Benefits**:

- Company car
- Company pension

Supplemental pay types:

- Bonus scheme

Work Location: Hybrid remote in Redhill

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