Customer Support Assistant

3 weeks ago


London, United Kingdom Oliver James Associates Full time

Oliver James are currently recruiting for a Customer Support Assistant to join our client in London.

Our client is one of Europe's largest general insurance businesses and we are supporting them in their search for a Claims Handler / Complaints Executive to support in ensuring customers are fully supported when contacting the business.

**Key Responsibilities;**
- Support the Manager to organise and complete assessments of the support provided by outsourced service providers who distribute and/or service products in scope of the FCAs Consumer Duty on behalf of the business. Specifically evaluate written and verbal communications against a set of standards to test that it meets the
- Identify opportunities for the business to meet the Consumer Principle (Principle 12) A firm must act to deliver good outcomes for retail customers through assessments and monitoring remedial plans.
- Handle enquiries directly addressed to the Complaint Management Function. Identify and record any complaints and acknowledge the complaint within 5 days. Get in touch with internal and external third parties to gather information pertinent to the matters raised by the customer. Draft a response and coordinate with the Manager to reply with 8 weeks of receiving the complaint.

**What are we looking for?**
- Understanding of the FCA's Dispute Resolution and Consumer Duty rules
- Experience having worked in a customer facing role in financial services
- Excellent communication skills both verbal and written



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