Senior Complaint Handler

6 months ago

Croydon, United Kingdom Allianz UK Full time

Job Title - Senior Complaint Handler

Department - Customer Service

Location - Croydon - Hybrid - 3 days in the office two days at home

Salary - £30,000

Bonus - £3000

The role:
Respond to customer complaints in an efficient and professional way. By means of investigation and review, ensure that the outcome of any issues is fair and reflects our service expectations.

Manage standard complaints and FOS complaints.

Hours:
Thirty-five hours per week, Monday to Friday between the hours of 8am and 6pm. These hours may vary in line with business needs

You will:
- Log all complaints on to the Respond system, ensuring all relevant information is entered. In the case of written complaints, missing information should be requested by telephone to ensure a fast response.- Manage the investigation and resolution of issues within a target of 5 working days. Written correspondence should only be used where requested by the customer, required for reasons of compliance or where we have been unable to contact the customer by phone.- You will be responsible for coordinating the collation and review of any reports and investigations required to respond to the complaint..- You’re expected to manage your diary; chasing information from internal and external third parties and where appropriate, escalate any non
- respondents to your Team Manager.- Calls can be transferred directly from the Operations areas and you should handle these in real time.- Make sure that your Respond files are always up to date- Ensure complaints resolution is aligned with regulatory expectations and Timelines- In some cases it may be appropriate to offer the customer a gesture of goodwill. It’s your responsibility to decide when this is needed and to determine what is most appropriate. Where a third party is funding or contributing to the gesture, you’re responsible for making sure the costs are rebilled.- Issues are raised through a variety of sources. When raised by clients, you need to ensure clarity of responsibility for responding.- We expect you to involve the relevant people (usually customer services) within our clients’ organisations to make sure they are aware of any potential escalations or media/social media involvement.- To escalate issues, where appropriate, to the Customer Service Team Manager with recommendations of action to be taken- We expect you to resolve the majority of customer issues by telephone. You will need to write letters, but it enables us to provide a much better service to the customer.- To liaise with Regional, Operational and Technical Managers, as required.- Ensure that you handle all complaints in line with the principles of TCF- Handle all complaints in accordance with FCA regulations

About you:
The following are essential:
- Experience in Travel claims or medical assistance requested- Previous experience in regulated environment and knowledge of consumer duty- Good standard of general education; English and Maths A-C GCSE or equivalent- A proven track record of delivering high standards of customer care in a similar role- Experience of dealing with high level customer complaints- Excellent letter writing skills, telephone manner and attention to detail- Organised with strong administration skills- PC literate and well versed in using MS Office packages, such as Word- Ability to problem solve autonomously or as part of a team- Self-motivated and enthusiastic- Flexible, with the ability to adapt to changing requirements- Able to work under pressure in order to meet strict work timescales

The following attributes are desirable:
- A’ Levels or equivalent- Insurance/Motor background experience- Dealing with customer complaints- Working knowledge of the FCA

Staff Benefits

You will receive excellent training for this role as we are dedicated to ‘Achieving Excellence Through Learning.’ You are always encouraged to bring your ideas and highlight any areas for improvement in processes.

In exchange for your expertise, experience and enthusiasm, we will offer support in continuing your personal and career development, in addition to providing a wide range of employment linked benefits.

We will provide you with competitive annual leave and contribute towards a company pension scheme. You will have access to a range of discounts on Allianz products, as well as vouchers and discounts for high street and online retailers. You will also benefit from our company bonus scheme, Private Medical Cover, competitive annual leave, annual Flu vaccination, annual Eye Care vouchers, discounted Travel Insurance, Roadside Assistance free after 6 months’ probation, Corporate Social Responsibility and an Interest free season ticket loan after probation.

Successful applicants to our career opportunities will be able to demonstrate they share the values and behaviours we seek in our organisation.

We also provide a comprehensive Employee Assistance Programme (EAP) which is available from day one of employment. Conf

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