Complaints and Claims Advisor
7 months ago
You will have a full credit check taken before you start this role so you must have a clean credit history and be able to demonstrate this. As a Complaints and Claims Handler you will be responsible for handling regulated customer complaints, complex queries, and customer dissatisfaction. Your role will involve a range of investigative, evaluation and decision-making tasks. You will liaise with internal and external stakeholders to determine appropriate resolutions to provide our customers with full and fair responses
**The Role**
- Accurately record, handle, and take ownership of regulated complaint cases and claims, ensuring that customers are responded to in a timely manner in line with defined SLAs
- Capture all details and progress of a complaint, categorising it in accordance with business
- Using your knowledge work to resolve customer complaints in a timely manner to ensure the right customer outcomes are achieved and identify if there are any concerns within the company processes that may have caused the initial complaint.
- Understanding the route cause of customer complaints and escalating these concerns to the relevant stakeholders when necessary
- Proactively contact customers and manage cases, setting expectations
- Writing letters to customer to confirm the outcome of their complaint and the reasons behind the outcome that has been decided
- Identify key themes, trends, and support, feeding back findings into the business to help improve our ways of working
- Ensure all work is carried out to a high level of accuracy and always ensure compliance with all company and other relevant standards
**Job Types**: Full-time, Temporary contract
**Salary**: £12.38 per hour
**Benefits**:
- Company events
- Company pension
Schedule:
- Day shift
- Monday to Friday
- No weekends
Ability to commute/relocate:
- Nottingham: reliably commute or plan to relocate before starting work (required)
**Experience**:
- Claims Processing: 1 year (preferred)
Work Location: In person
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