Senior Complaints Handler

2 weeks ago

Birmingham, United Kingdom Woodgate and Clark Full time

**Our Opportunity**:
Due to continued growth, we’re looking for our next **Senior Complaints Handler** to complement and support our clients, customers and colleagues through the UK. With the leadership and support of our Complaints Manager, you will be responsible for co ordinating claims related complaint responses ensuring compliance with regulatory obligations and client requirements. This will include complaint related system, policy, procedures, reporting and training activities.

You’ll also be partnering with colleagues across all services, giving you the opportunity to develop strong relationships to support a successful outcome in resolving complaints and ensuring our valued client and policy holders receive the best service possible.

The role can be office based or hybrid working, location is flexible.

Personal development is key for us, and our culture is to support all our employees with the appropriate level of support, through guidance and mentoring, to fulfil and excel in their role to the and drive their career progression.

**What you’ll be doing**
- Conduct thorough, transparent and impartial investigation of complaints in line with regulatory requirements, company policies and procedures
- Correctly evaluate (regulated/non-regulated/escalations) and record complaints on the claims management system
- Assess each claim to identify the root cause, documenting key actions and drive good customer outcomes
- Manage all claims within the regulatory and/or client specified requirements and defined deadlines
- Escalate complaints where there are potential breaches or adverse reputational issues for the client or our business
- Work with internal and external stakeholder to address and facilitate complaint resolutions, co ordinating responses and ensuring all stakeholders are kept informed of developments
- Provide performance and improvement feedback to stakeholders
- Maintain current knowledge of legal and regulatory requirements and changes impacting complaint management in the business
- Working with internal stakeholders, including Client Relationship Managers, to ensure related policies, procedures and processes are compliant with regulatory frameworks and meet clients’ needs
- Communicate complaint responses and solutions confidently to customers, clients and internal teams, in non-technical terms
- Support the Complaints Manager in providing meaningful and measurable complaint insight through data analysis and sharing with stakeholders and deputise for briefings with senior management team or clients
- Support complaint related training

**About you**:
If you come from an insurance or Loss Adjusting background and relish the challenge of complaints resolution, then we’d love to hear from you. Your role will involve working with spreadsheets as well as our own inhouse systems, so we’d need you to have experience with Excel and be confirmable working to at an intermediate level with data, formulas, and production of management information.

**You will also have/ will be**:

- Previous experience of handling Commercial or Domestic claims related complaints within an insurance arena
- Previous Claims handling experience, which is essential for the role
- Awareness of the regulatory landscape
- Customer Service experience including the ability to engage with customers from different backgrounds and experiences
- Ideally CII or cert CILA qualified
- A proactive approach to complaint avoidance and escalations, providing guidance to colleagues on complaint reduction to improve its approach in managing and reducing complaints
- Customer and Quality focused in providing exceptional service levels to both internal and external customers
- A true team player, working and supporting colleagues throughout the business
- Be proactive, managing your daily workloads to exceed customer expectations
- Enjoy working to targets and gaining satisfaction on achieving your key performance indicators and service levels agreements
- Comfortable in working on own initiative as well as part of a team
- Have great communication skills and happy to provide information when it’s needed most
- Detail orientated with a positive attitude and a proactive approach to solving problems
- Able to co-ordinate a variety of actions

**In return we offer**
- A competitive base salary based on your level of experience & qualifications
- An inclusive and people centric place to work, a comfortable and professional working environment and plenty of support to develop your career
- Employee assistance programme to support your well-being, including 24/7 access to a private GP
- 25 days holiday, plus bank holidays with purchase/buy back scheme
- Additional 2 CSR volunteer days, to work for local or national charity of your choice
- Contributory Company Pension
- Life assurance x 4 annual basic salary
- Various discounts on lifestyle benefits, such as retail and homewares, via our ‘AdvoPerks’ scheme

Woodgate & Clark

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