Complaints Handler

2 weeks ago

Royal Tunbridge Wells, United Kingdom Markerstudy Full time

Overview:
We are looking for Complaints Handlers to join our Customer Relations Team based in Tunbridge Wells or Manchester (Hybrid working)

We would love to talk to you if you have either strong Motor Claims Insurance or Complaints experience
- **FCA knowledge is vital if you have no motor insurance knowledge.**

**Why us?**

Markerstudy Insurance Services Limited (MISL) is one of the largest Managing General Agents in the UK. With a strong presence in the UK motor insurance market, we specialise in niche motor cover, where our solid market knowledge and experience enables us to create highly targeted products.

**Responsibilities**:
**What you’ll be doing?**

You will take ownership of individual cases and resolve complaints in line with agreed standards and FCA regulations. From this you will support the Customer Experience Team in the root cause analysis to support the business in continually improving performance.
- Manage own caseload, ensuring all complaints are handled within required deadlines and FCA/FSC requirements from receipt to conclusion
- For each complaint, establish telephone contact with customers to gain a full understanding of their complaint in order to progress to a fair outcome as quickly as possible. Make follow up contact to discuss the outcome reached through open and interactive communication
- Identify and assess customers’ needs to ensure consideration of their individual circumstances during the handling of the complaint and resolution
- Contact internal and external parties for relevant information required to investigate and close the complaint
- Investigate and resolve customer complaints with the highest possible standard of customer care. Ensure customer satisfaction and provide professional customer support
- Maintain thorough and accurate complaint records
- Identify any trends and provide feedback to the business for continuous improvement and the efficiency of customer service processes
- Assist with TCF feedback and provide recommendations for improvement
- Keep up to date with regulatory and legislative changes, with particular attention to FOS decision making and outcomes
- Keep up to date with organisational changes to policies and processes.
- Maintain a positive, empathetic and professional attitude towards customers and colleagues at all times

**Performance Indicators**
- Accurate recording of complaints records.
- Excellent verbal and written communication with customers to drive a positive customer experience.
- Meet and exceed KPIs and Quality Audit targets for phone and file audits consistently.
- Meet and exceed agreed productivity targets.

**What you’ll need to be successful in the role?**
- Previous customer service experience is required, supported by knowledge of FCA and FOS regulatory guidelines
- First class customer service skills and a positive approach is essential
- Motor insurance background is desirable
- Ability to proactively assist the customer in resolving their concerns using empathy, trust and understanding
- Ability to multi-task, prioritise and manage time effectively.
- Complaints handled in accordance with regulatory requirements.
- Adherence to FCA, TCF and DPA regulations.

**What we offer in return?**
- A collaborative and fast paced work environment
- 25 days annual leave plus of Bank Holidays and the ability to buy an additional three days holiday
- Health Cash Plan
- A benefit scheme that offers discounts and cashback on shopping, restaurants, travel and more;
- Life Assurance 4x annual salary
- Hybrid working model
- from central Manchester or Tunbridge Wells office
- A structured pathway to learn and develop including the opportunity to gain a highly acclaimed and recognised qualification at work.
- Employee referral scheme

  • Complaints Handler

    4 weeks ago

    Royal Tunbridge Wells, United Kingdom Vermelo RPO Full time

    **Complaints Handler** **Salary**: £21,000-£26,500 (depending on experience) **Hours**: Monday to Friday 9 am-5 pm **Location**: Tunbridge Wells or Manchester _**- Hybrid Working, 3 days from home, 2 days office-based**_ **Overview** My client is a large and leading Insurance Group who are seeking people who have previously worked within a Complaints...

  • Complaints Handler

    3 weeks ago

    Royal Tunbridge Wells, United Kingdom Markerstudy Full time

    Overview: Working within the Customer Relations team either based in Longford House in Tunbridge Wells or Ardnale House in Manchester, you will proactively manage your own caseload of complaints. In this role you will take ownership of individual cases and resolve complaints in line with agreed standards and FCA regulations. Assist the Customer Experience...

  • Complaints Hander

    4 weeks ago

    Royal Tunbridge Wells, United Kingdom Vermelo RPO Full time

    Leading UK Insurance provider looking for a Complaints Handler to join their growing business as a result of an acquisition. Are you an experienced office-based Customer Service professional who's keen to progress your career? Do you have a high standard of communication, both written and verbally? Do you want to join a progressive and rapidly expanding...

  • Early Resolution Complaints Handler

    5 days ago

    Royal Tunbridge Wells, United Kingdom AXA UK Full time

    **About the role**: We're looking for an inquisitive person to join our team of Global Health Early Resolution Complaint Handlers. Based in our Customer Service team you'll provide an outstanding service to our customers, demonstrating that we're passionate about reaching the right outcome to their complaint.We'll invest time in your ongoing individual...

  • Household Claims Handler

    2 months ago

    Royal Tunbridge Wells, United Kingdom The AA Full time

    **Company description**: **Job Title**: Household Claims Handler **Location**:Remote **Salary**: Up-to £25,000 **Additional Benefits**:Up-to 10% Bonus **Employment Type**:Permanent Full-Time **AA Summary** Thought The AA only provide roadside assistance? Think again. For over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s...

  • Complaints Handler

    7 days ago

    Royal Tunbridge Wells, United Kingdom Recruitment Solutions Full time

    *Hot Vacancy, Ready for an Immediate Start!* Are you… experienced within customer services/complaints resolution, and seek a role with genuine value creation for customers, focusing on delivering positive customer outcomes? Do you… Want to join a leading employer-of choice, based in their offices near to Tunbridge Wells (accessible easily by train bus...

  • Senior Household Claims Handler

    2 months ago

    Royal Tunbridge Wells, United Kingdom The AA Full time

    **Company description**: **Job Title**: Senior Household Claims Handler **Location**:Remote **Salary**: Up-to £33,000 **Additional Benefits**:Up-to 10% Bonus **Employment Type**:Permanent Full-Time **AA Summary** Thought The AA only provide roadside assistance? Think again. For over 100 years, we’ve continued to evolve and adapt. Today, as the...

  • Senior Credit Hire Handler

    2 weeks ago

    Royal Tunbridge Wells, United Kingdom The AA Full time

    **Company description**: **Job Title**: Senior Credit Hire Handler **Location**:Remote **Salary**: Up-to £28,000 **Additional Benefits**:Up-to 10% Bonus **Employment Type**:Permanent Full-Time **AA Summary** Thought The AA only provide roadside assistance? Think again. For over 100 years, we’ve continued to evolve and adapt. Today, as the...

  • Senior Household Claims Handler

    4 days ago

    Royal Tunbridge Wells, United Kingdom The AA Full time

    **Company description**: **Job Title**: Senior Household Claims Handler **Location**:Tunbridge Wells - Hybrid **Contract**: Full-Time/Permanent **Salary**: Up-to £35,000 **Hours**: Monday - Friday **AA Summary** Assuming The AA is just about roadside help? There’s more to us than meets the eye. The AA is one of the UK’s most well-known and...

  • Household Claims Handler

    3 weeks ago

    Royal Tunbridge Wells, United Kingdom The AA Full time

    **This is the job**: **Location**:Tunbridge Wells Hybrid worker x2 per week in office **Salary**: up to £26k D.O.E. plus up to 10% annual bonus **Hours**: 37.5 hours per week, contact centre opening hours are 8-6 Monday - Friday **Employment Type**:Permanent Thought The AA only provide roadside assistance? Think again. For over 100 years, we’ve...

  • Household Claims Handler

    3 weeks ago

    Royal Tunbridge Wells, United Kingdom The AA Full time

    **This is the job**: **Location**:Tunbridge Wells Hybrid worker x2 per week in office **Salary**: up to £26k D.O.E. plus up to 10% annual bonus **Hours**: 37.5 hours per week, contact centre opening hours are 8-6 Monday - Friday **Employment Type**:Permanent Thought The AA only provide roadside assistance? Think again. For over 100 years, we’ve...

  • Household Claims Handler

    4 days ago

    Royal Tunbridge Wells, United Kingdom The AA Full time

    **This is the job**: **Location**:Tunbridge Wells Hybrid worker x2 per week in office **Salary**: up to £26k D.O.E. plus up to 10% annual bonus **Hours**: 37.5 hours per week, contact centre opening hours are 8-6 Monday - Friday **Employment Type**:Permanent Thought The AA only provide roadside assistance? Think again. For over 100 years, we’ve...

  • Senior Household Claims Handler

    1 week ago

    Tunbridge Wells, Kent, United Kingdom The AA Full time

    Company description:Job Title: Senior Household Claims HandlerLocation:RemoteSalary: Up-to £33,000Additional Benefits:Up-to 10% BonusEmployment Type:Permanent Full-TimeAA SummaryThought The AA only provide roadside assistance? Think again.For over 100 years, we've continued to evolve and adapt. Today, as the nation's number one motoring organisation, we...

  • Household Claims Handler

    1 week ago

    Royal Tunbridge Wells, United Kingdom The AA Full time

    **This is the job**: **Location**:Tunbridge Wells hybrid worker x2 days per week in the office x3 days working from home **Salary**: up to £26k depending on experience **Contract**: Permanent **Hours**: 37.5 hours per week, contact centre opening hours are 8-6 Monday-Friday To enhance the AA’s customer service delivery as a Household Claims Handler,...

  • Liability Team Leader

    2 weeks ago

    Royal Tunbridge Wells, United Kingdom The AA Full time

    **Company description**: **Job Title**: Liability Team Leader **Location**:Remote **Salary**: Up-to £35,000 **Additional Benefits**:Up-to 10% Bonus **Employment Type**:Permanent Full-Time **AA Summary** Thought The AA only provide roadside assistance? Think again. For over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s...

  • Household Claims Team Leader

    4 weeks ago

    Royal Tunbridge Wells, United Kingdom The AA Full time

    **Company description**: Job Title: Household Claims Team Leader Location: Tunbridge Wells - Dynamic or Remote Grade: L8LGH **Salary**: £28,000 - £35,000 Interviews taking place W/C 16th January Solution bringers. Day makers. Extra milers. We are the AA. And we keep everyone’s show on the road. There for our members wherever and whenever they need us,...

  • Account Handler

    1 month ago

    Royal Leamington Spa, United Kingdom Towergate Insurance Full time

    Commercial Insurance Account Handler – WarwickAre you someone who thrives in the Insurance Industry? We’re on the hunt for a talented Insurance Commercial Account Handler who uses their knowledge and experience of the Insurance Industry to build strong, trusted, and profitable client and customer relationships. Is a successful career within a growing...

  • Account Handler

    3 weeks ago

    Royal Leamington Spa, United Kingdom Towergate Insurance Full time

    Commercial Insurance Account Handler – WarwickAre you someone who thrives in the Insurance Industry? We’re on the hunt for a talented Insurance Commercial Account Handler who uses their knowledge and experience of the Insurance Industry to build strong, trusted, and profitable client and customer relationships. Is a successful career within a growing...