Complaints Handler

**Complaints Handler**

Customer Team

**Who are we**:
Ticker has built a next-generation motor insurer, leveraging connected car data and data science across every aspect of the business, including pricing, underwriting, customer engagement and claims.

The motor insurance landscape is set for a major shift and the battleground will be won or lost in the next five years. It will all come down to pricing sophistication and the most efficient use of machine learning and artificial intelligence across the whole value chain.

The business includes a first-class executive team with a proven track-record in building successful insurtechs and running some the largest insurers in the UK.

**What the role is**:
As a connected motor insurer; our customers are at the heart of everything we do. We are creating a new team to be responsible for handling customer complaints in accordance with regulatory requirements, whilst also making sure the customer has the best possible experience during the complaint journey. We are currently recruiting for two new and exciting complaint handler roles which will handle complaints to conclusion, carrying out thorough investigations to reach the right outcome.

**What you’ll be doing with your days**:

- Taking ownership of complaints to reach resolution with the customer.
- Keeping meticulous records and ensure that the FCA’s complaint handling requirements are met.
- Making the customer complaint journey as easy as possible, when handling complaints both in writing and over the phone, giving customers the best possible experience.
- Speaking with the customer to understand their concerns, ensure they are kept informed at every step of your investigation and that they have a clear understanding of your outcome.
- Carrying out thorough investigations of complaints in line with business standard, giving consideration to regulations around Treating Customers Fairly and Consumer Duty, to reach the right outcome.
- Supporting in Root Cause Analysis, suggesting improvements with a view to mitigate future complaints.
- Providing feedback on service issues to the Operations Department, with a view to improving future service and preventing further errors.
- Preparing complaint files for the Financial Ombudsman Service to business standard.

**About you**:

- You will be confident with speaking with complaints over the phone, and good at explaining things in a way that makes sense.
- You will be organised with a keen eye for detail, and an impartial approach.
- You’re naturally inquisitive, and have a desire to put things right.
- You will have previous complaint handling experience, ideally in a motor insurance or general insurance industry.
- **You will have experience of working in an FCA regulated environment, and a good working knowledge of the FCA’s complaint handling regulations.**:

- **You will have a good understanding of the role of the Financial Ombudsman Service**:

- You will have good letter writing skills, and be able to explain things clearing in writing.
- You will have excellent listening skills.
- You will have the ability to multi task, and work to deadline.
- You will have the ability to work independently to manage your own workload, and as part a team

**Where are we**:
Our business is remote-first, but we have a great office based in a rural location in Surrey (Godalming) with direct links to London from nearby Guildford. Your location is not an issue if you’re happy to be in the office for team meetings from time to time.

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

**Salary**: £22,000.00-£25,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
- Work from home

Schedule:

- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Godalming: reliably commute or plan to relocate before starting work (preferred)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer relations: 1 year (required)

Licence/Certification:

- Driving Licence (required)

Work Location: Hybrid remote in Godalming