Complaints & Compliance Officer

4 days ago

Lancaster, United Kingdom Allianz UK Full time

Allianz Business Services Ltd (ABSL) is an SME and Personal Lines Broker. As our growth continues we are looking to recruit key individuals to enable ABSL to achieve its goal of becoming one of the leading providers of advised services in the market. ABSL is a business that moves at an incredible pace; the ability to move quickly is therefore a pre-requisite to success in the role.

ABSL trades under the name of Premierline Business Insurance Broker and is passionate about helping our customers and employees move on and up in life and business. We nurture and invest in talent to ensure that great people build great careers with us. We provide comprehensive training to all of our employees, providing them with the tools to perform to the best of their ability.

We have an exciting opportunity for a Complaints/Compliance Office to join Allianz Business Services trading as Premierline Business Insurance Broker.

Allianz Business Services Limited (ABSL) is part of the Allianz (UK) group of companies. We are a long-established and experienced insurance broker with a key strength in arranging business insurance cover for UK SMEs across a variety of industries.

We have industry-specific insurance experts who take the time to understand each and every business in order to recommend an innovative risk management solution that provides financial security and peace of mind.

This is an opportunity to join the Compliance and Colleague Development team in Allianz Business Services Limited (ABSL) business. ABSL is an open market insurance broker providing insurance products and advice to the commercial market.

Reporting into the Compliance and Colleague Development Team Leader, and part of the Compliance and Colleague Development team use your Complaint Handling & Compliance experience to:

- Effectively handle and resolve complaints within regulatory guidelines and in line with respective authority levels.
- Achieve appropriate outcomes for our customers and our business in line with ABSL values
- Develop and maintain the appropriate level of technical and business knowledge to handle complaints in the most efficient manner and maintain accurate records on the Respond database.
- Work with Operational colleagues and Quality Coaches to investigate and respond to customer complaints identify/remove trends and carry out Root Cause Analysis with a view to improving agent performance and customer experience
- Provide information and advice and monitoring compliance with data protection legislation and ABSL requirements through regular reviews of processing operations.
- Assess the risk relating to transfer of data to Suppliers and Third Parties
- Perform Root Cause Analysis and Quality Assurance
- Prepare reports for the ABSL management team and external agencies as required.

**Skills & Experience**
- Previous experience in a customer facing role is essential.
- Excellent written and verbal communication skills essential.
- Strong negotiating and decision-making skills are essential.
- IT literate and proficient in Microsoft Word and Microsoft Excel. Full systems training will be provided.
- Complaints background advantageous (e.g. first point resolution)
- Knowledge of the Financial Ombudsman Service and their processes advantageous.
- Experience within a data protection, compliance or similar role
- Familiar with GDPR and the UK Data Protection Act 2018
- Great attention to detail
- Enthusiastic "can do" attitude
- A natural ability to problem solve
- Ability to interact credibly at all levels in the organisation, including at senior management level
- Desire to continuously improve/enhance agent case handling performance through effective feedback and coaching
- Knowledge of Respond 8 would be useful

Here at Allianz UK, everyone brings their own expertise and enthusiasm to work, to enable customers to make the right insurance decisions to meet their needs. We’re passionate about helping our customers and employees move on and up in life and business.

We nurture and invest in talent to ensure that great people build great careers with us. There’s a variety of different career opportunities which enable people to fulfil their potential and we provide an award-winning range of training, recognised in 2015 by Investors in People (IIP) with a Gold level accreditation. Other prestigious industry awards we have won include General Insurer of the Decade at the British Insurance Awards 2014.

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