Customer Complaint Handler

2 months ago


Wilmslow, United Kingdom S&G Response Full time

S&G Response have been taking the hassle out of vehicle road accidents since 2009. Holding a Gold accreditation from Investors in People, our mission is to enter our customers lives briefly but leave a positive impact that lasts a lifetime. If that sounds like something you can get behind then read on

**The Department**

The Customer Care Team is responsible for the handling and resolution of customer complaints throughout the business. However, in line with our focus on improved customer service and subsequent Consumer Duty adherence the teams approach is seeing a conscious step change toward complaint prevention rather than resolution. Through the analysis and audit of complaints, survey and performance data we are actively working with Operations and Supply Chain to help improve business processes, training and guidance and ultimately our service provision as a whole.

Customer Care is often misunderstood as being a team that deals solely with negative experiences and difficult customers. In reality, customers who reach us are largely welcoming and engaging as they can see that their issues are being taken seriously by S&G and that we are working for them to find a suitable resolution. Whilst complaint resolution can sometimes be challenging it is for the most part hugely rewarding in being able to turn a customers negative experience into a positive one.

**The purpose of the role**

As a Customer Complaint Advisor, you will be responsible for the handling of complaints in accordance with our Complaints Handling Policies & Procedures and current FCA regulation. Complaints will be dealt with from Handler assessment and referral through to complaint resolution ensuring that they are managed fairly, promptly and clearly from beginning to end.

In addition, there will be an increasing requirement to assist in the analysis of complaint, survey and audit data and collaboration with Quality Control, Operations and Supply Chain to ensure we, as a business, are providing the best service possible.

If you enjoy the investigation and problem-solving side of claims management this could be the role for you.

**Key Accountabilities**

Taking ownership of complaints cases to ensure that the following is done:

- To investigate complaints in full whilst recording, in detail, all stages of the review and subsequent outcome.
- To resolve customer complaints by making fair, impartial decisions based on the facts presented.
- To be the complainants key point of contact for the duration of the complaint.
- Written response communication to the complainant in line with FCA guidelines.
- Ensuring complaints are dealt with in full in line with FCA regulations.
- Identifying and highlighting systemic issues which could be detrimental to our customers.
- Working with Quality control to identify problematic trends and swift resolutions.
- Direct involvement in the Continuous Improvement of our service provision through the collaboration with a range of different teams and individuals.

**Qualifications, knowledge & experience**
- Experience of claims management.
- Strong communication skills, both verbal and written.
- Ability to employ critical thinking.
- Excellent investigative and problem-solving skills.
- Attention to detail with strong organisational skills.
- Excellent customer service skills, Client focused with a calm phone manner.
- Resilient and firm approach
- Strong teamwork and the ability to work with different levels of staff across the business.
- Quality driven and able to deal with all approaches in a controlled manner



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