Complaints Handler

How does working 4 days for the same salary as 5 sound? No really, there’s no catch.

We’re a great bunch here at the Freedom Services Group, and we’re all about looking after our employees. Which is why we’ve recently trialled a 4-day working week for all staff.

Freedom services are going through an exciting phase of growth, and we’re looking for enthusiastic and motivated people to join our team.

As part of our team you’ll also get some amazing benefits.

Does this sound like your kind of place to work? Here’s what we’d like from you

**About us**

We are the Freedom Group and we're passionate about what we do; protecting people, their property, their valued possessions, and the things they love. We provide a range of services to business partners and customers including insurance underwriting, distribution of insurance products and management of motor claims.

Our team is based in Cheadle, Cheshire but we've adopted a successful hybrid approach where remote and flexible working is very much at the forefront. In addition to a competitive salary, we provide a range of great benefits including:

- Reduced hours benefit (4 day week).
- Paid day off for your birthday
- Private healthcare after 6 months service
- Enhanced Maternity & Paternity policy (qualifying period)
- Company sick pay (qualifying period)
- Competitive holiday allowance
- Company pension contribution
- Social events throughout the year
- Company discount & benefit scheme
- Free eyecare vouchers
- Death in service policy

As an employee of the Freedom Group, you will find a fun working environment and an inclusive culture where everyone feels valued and respected, and we're looking to add some new faces to our growing team.

The Complaints Handler will be responsible for responding to all customer complaints. Investigating the complaint and responding to and resolving complaints liaising with the FOS (Financial Ombudsman Service) when required.

**Key Duties and Responsibilities**
- To support the complaints manager in implementing a best class, regulated complaints management process
- To adhere to the implementation of complaints policies and procedures
- Demonstrate the ability to work with large volumes of work - effectively prioritizing as required.
- To find ways of improving efficiencies and effectiveness of processes across the group of businesses
- To review and investigate complaints, bringing them to a satisfactory close within the agreed SLA’s
- Using a variety of call recording software to listen to and analyse customer interactions with the separate business areas
- Ability to analyse root cause analysis and provide feedback and solution
- To ensure the effective management of complaints in line with regulatory bodies
- Ensure the maintenance of a company-wide complaints reporting and tracking system
- Appropriately escalating complaints to the Complaints Manager, Or Senior within the team
- Liaise with the Financial Ombudsman Service where required
- Always deliver excellent customer service
- Recording complaint details accurately on all relevant systems and databases
- Answering Subject Access Report requests
- Collation of evidence in files for external requirements - including transcription and timelines
- Adhere and Achieve KPI’s set by team manager.

**Preferred Skills**
- Knowledge of working within complaints and customer service environment
- Excellent Customer Service skills
- Excellent telephony skills
- Strong attention to detail
- Ability to multi-skill
- Ability of using Microsoft Office - with a focus on Word and Excel
- Strong numeracy and written communication skills
- To work positively and inclusively with all colleagues, customers, and business partners to promote a workplace that values equality and diversity
- To adhere to all company policies and procedures as set out in the company
- Ability to remain calm when under pressure
- Ability to alter communication style to the audience.

**Desirable**
- Knowledge of working within an FCA regulated environment
- Motor claims experience

**Other Duties**
- Ensure departmental reporting is accurate and updated - provided to Complaints Manager
- Assist with organization of daily workload and prioritization of activities within the team
- Be a referral point for team members to discuss complaint outcomes/cases
- Attend complaints resolution meetings across all business departments and lead from a complaint’s perspective
- Liaise with Team Managers and Heads of across the business

If you think this sounds like you then please get in touch, we'd love to hear from you

**Salary**: £21,255.00-£22,500.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
- Sick pay
- Work from home

Schedule:

- Day shift
- Monday to Friday
- No weekends

**Educ