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Complaint Handler

3 months ago

SouthendonSea, United Kingdom InsureandGo Full time

InsureandGo are travel insurance specialists and we pride ourselves with offering comprehensive travel insurance. We’ve been looking after people’s holidays for over 20 years and we’ve covered over 27 million travellers.

All our travel insurance policies have been carefully designed to offer maximum benefit to our customers and they are continually reviewed to ensure we continue to offer the best products possible. Our Gold and Black travel insurance policies have been 5 Star rated by Defaqto.

We are currently looking to recruit a Complaints Handler to work in the Customer Service Department based in our Southend office.

You will need to ensure that all complaints are handled within timescales & FCA guidelines maintaining a high standard of response which is accurate, concise and professional. Maintain appropriate records relating to all complaint activity using internal systems and provide a high-level overview of urgent/priority cases where required to the Senior Management Team. You will be required to identify trends and root cause of complaints making recommendations for improvement where necessary and clearly and confidently communicate decisions with sound justification. You will be responsible for producing high quality written correspondence to customers and the Financial Ombudsman Service (FOS) which are in line with our Quality Assurance guidelines

The working hours are 9.00am to 5.30pm Monday to Friday (37.5 hours per week).

**The role will be based in our Southend office for the first 6 months, and then following successful completion of your probationary period, there will be flexibility for hybrid working.**
- Company paid medical treatment through a Health Cash Plan (including dental treatment, glasses, prescriptions, private consultations etc)
- Employee Assistance Programme
- Tech purchase scheme
- Pension
- Holiday buy scheme
- Life assurance (4x Salary)
- Christmas savings club
- Discounted cinema tickets
- Shopping discounts for 1000s of high street retailers
- Length of service awards

The Call Centre is open during the following hours:
Mon-Fri 08:30-20:00

Sat 09:00-17:30

Sun 10:00-17:00

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

**Salary**: £23,000.00 per year

Schedule:

- Day shift

Work Location: One location