Executive Complaints Handler

4 weeks ago


Manchester, United Kingdom Vermelo RPO Full time

**Position Type**: Permanent Full-Time

**Target Start Date**:(Flexible)

**Salary**: Competitive and Negotiable Company:
**Markerstudy Insurance Services Limited Locations**: Manchester & Tunbridge Wells Offices

**About**:
Markerstudy Group, the 4thlargest and rapidly expanding UK insurance provider, is actively seeking a highly skilled and affluently experienced Complaints Handler or an already experienced Executive Complaints Handler to join our dynamic team and become an Executive Complaints Handler. If you want to expand or expand your already profound complaints knowledge in a challenging environment, this role would be fantastic for you.

As a market leader in the insurance industry, we take pride in our partnerships with our employees and our prominent brands such as Tesco, Sainsbury's, O2, Halifax, AA, Saga, and Lloyds Bank. This exceptional opportunity offers the chance for you to be a part of our continued growth and success.

**Role Overview**: In this role you will be responsible for conducting intricate and technical analyses of FOS cases, meticulously investigating, and responding to complaints from Executives, MPs, and the Press, and offering expert advice and guidance on complaint handling throughout the organization. Furthermore, this pivotal role will have you expertly providing senior management with comprehensive complaint overviews and valuable FOS analysis to ensure the highest level of customer satisfaction.

**Key Responsibilities**:

- Thoroughly comprehend and adhere to complaint processes and procedures in accordance with Regulatory Requirements
- Effectively coordinate, compile, and convey technical information to customers, FOS, Stakeholders, MPs office, and Press office
- Conduct in-depth investigations and offer astute guidance, advice, and solutions for complex and technical customer complaints
- Demonstrate proficiency in handling intricate claims complaints (over £100,000) and litigation complaints
- Resolve press complaints with diplomacy to mitigate potential reputational damage to the business
- Engage with customers and third parties to address customer complaints on behalf of senior management and the Executive
- Develop compelling business cases for presentation to various departments, driving the effective resolution of complaints
- Proactively monitor industry trends and FOS outcomes to identify opportunities for process improvements and enhance customer experience
- Prioritize and organize workload while meeting all deadlines
- Foster and maintain robust relationships with key internal and external stakeholders
- Represent Markerstudy Insurance Services Limited at external industry events, seminars, and conferences, incorporating acquired insights
- Actively share knowledge, ideas, and information to support team members and enhance collective capabilities

**Qualifications**:

- Comprehensive understanding of claims processes and systems
- Prior experience in complaint handling within a fast-paced environment
- Familiarity with regulatory time scales and experience collaborating with external regulators
- Demonstrated expertise in conducting detailed investigations
- Exceptional written and verbal communication skills
- Ability to manage multiple cases simultaneously while effectively prioritizing tasks

**Job Types**: Full-time, Permanent

**Salary**: From £26,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Employee discount
- Flexitime
- Gym membership
- Sick pay
- Store discount
- Wellness programme
- Work from home

Schedule:

- Flexitime
- No weekends

Supplemental pay types:

- Performance bonus
- Quarterly bonus

Work Location: Hybrid remote in Manchester

Flextime



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