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Complaints Officer

3 months ago

Milton Keynes, United Kingdom Policy Expert Full time

**What we can offer**
- Flexible recruitment process to suit your need
- Lifestyle programme - featuring thousands of discounts, special offers and exclusive employee deals from many retailer partners and also free wellness, kids, and learning classes.
- Referral Scheme - earn up to £1000 for referring a friend to work here
- Employee welfare support with free access to our Mental Health Employee Assistance programme, available 24 hours/365 days’ year
- Length of Service and monthly recognition awards
- Opportunities for career development and progression
- Access to professionally recognised qualifications with the Chartered Institute of Insurance.

**Location**:Silbury Court West, Milton Keynes

(5-min walk from MK Centre, 10-min walk from Milton Keynes train station)

**Why Policy Expert?**

Policy Expert launched in 2011 with a vision to change the insurance market and put people first. We’ve quickly grown from strength to strength to become one of the top 10-home insurers in the UK. We celebrate being the most successful entrant into the home insurance market for the past 20-years.

**What is the secret behind our award winning customer service?**

It’s quite simply our people.

They are talented, passionate and motivated to always provide our customer with a best in class experience each and every time.

We empower our colleagues to be human and build relationships to ensure our customers have an individual conversation.

Today, we insure over 1 million home and car insurance customers across the UK.

We are avid investors in people, as such we are proud of having a score of 4.8 out of 5 stars on Glassdoor (voted by our employees).

Don’t worry if you haven’t worked in insurance before as our structured induction programme and ongoing support will ensure you have the information and skills to kick start your new career, what we ask from you is the willingness and enthusiasm to learn and succeed.

**Who are you?**

You will be a highly motivated individual who has the ability to work within a fast-paced environment. You will have fantastic attention to detail and enjoy investigating and resolving problems. You will demonstrate a good knowledge and understanding of compliance within FCA regulations as well as the ability to remain calm while dealing with challenging situations. You will have the ability to communicate effectively with customers by telephone regarding their complaint and have the ability to objection handle and negotiate a resolution that both satisfies the customer and business.

**What you’ll be doing**
- Manage workload through several channels such as telephone, online and written correspondence ensuring the investigation and resolution of customer complaints
- Obtain necessary information/updates from other departments for the resolution of the complaint
- Liaise with other bodies such as the FOS, Legal Firms, Claims Management Companies, Police and other Third Parties in handling complaints and Subject Access requests as required
- Make outbound telephone calls to customers to clarify complaint information/points when needed
- Make outbound telephone calls to customers after you have investigated their complaint to confirm your investigation and discuss your proposed resolution with the customer and follow up to resolve any issues in their customers experience
- To assist in the management of complaints referred to the Financial Ombudsman service
- Ensure complaint handling is in accordance with the existing regulations and guidelines
- Manage a workload of cases at various stages of resolution
- Carry out thorough complaint investigations with a high level of attention to detail, collating and thoroughly analysing information, liaising with colleagues and writing comprehensive final response letters

**What we would like you to have**
- High level of account management, sales and service ability
- Competent in handling and working through customer concerns
- Strong persuasion and influencing skills
- Strong listening and empathy skills
- Excellent communication and customer service skills as you will be speaking directly with customers over the telephone
- Ability to work self-sufficiently/independently while collaborating within a team environment

**Salary**: Up to £24,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Discounted or free food
- Referral programme
- Store discount
- Wellness programme

Schedule:

- 8 hour shift
- Monday to Friday

Work Location: In person