Complaints Handler

Pertemps has been engaged by a well known insurance company to support with the hiring of a new member for the customer services team. We are looking to hire a complaint handler on a permanent basis. The main function of this role is to assess complaintsreceived from initial analysis and investigation through to conclusion, resolving informally where possible. Including communication of the decision with the insured, in a timely and efficient manner whilst always bearing in mind the relevant regulatory requirements,in particular DISP, the principle of Treating Customers Fairly and the incoming Consumer Duty.
Key Responsibilities:

- Assessing and resolving to final decision customer complaints informally, where possible, and if this cannot be achieved then by written communication in a fair, professional and efficient manner, in line with current regulations.
- Engaging with customers to be able to identify and respond to their needs, resolving queries by liaising with any relevant parties, both internal and external.
- To undertake individual Root Cause Analysis to ensurecorrections and improvements are identified.
- Assist with the working practices in respect to complaints to meet legislative, regulatory and Company requirements.
- Proactively monitoring and maintaining own workloads to help ensure no company, client or regulatory standards are breached.
- Responding to changing priorities and ensuring tasks are completed quickly and efficiently.
- Maintaining an acceptable level of attendance, punctuality and general time-keeping, acting as a role model to colleagues.
- Demonstrating a flexible and positive approach to changing requirements of the workplace.
- Following company regulations on Health and Safety and assisting in maintaining a safe and tidy working environment.

Key Skills:

- Previous customer service experience
- Sound experience working towards performance targets
- Excellent telephone manner
- Previous letter writing experience
- The ability to communicate effectively
- An Intermediate level Excel and Word