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Customer Complaints Handler

3 months ago

Haywards Heath, United Kingdom Resolve Recruitment Services Full time

Resolve Recruitment are delighted to be working with a dynamic and forward-thinking insurer who have an exciting opportunity available for a Customer Complaints Handler to join their fast-paced company.

We’re looking for several customer service experts to join our clients Complaints team. The position is available in Haywards Heath, West Sussex, and paying up to £23,500 - Depending on experience.

This is a Monday to Friday role 8:30am to 5pm with hybrid working available of 2 days in the office and 3 days from home after passing a probation period.

Here’s a taste of what you can expect working with us:

- Minimum 25 days’ holiday plus bank holidays (and the chance to buy and sell days)
- A ‘YOUday’, an extra day off to spend however you want. The clue’s in the name
- ‘Your Time in Need’: five days’ paid leave for compassionate or emergency reasons
- A paid day off every year for charity work
- Fantastic training and development
- A fun, energetic and lively working environment

You’ll actively handle all complaints from the business and ensure that they’re resolved in a timely manner. As part of the role, you’ll administer the complaints handling process and support the department and business to minimise the number of complaints received, so experience in this area is key to the role.

Job Responsibilities:

- Recording, thorough investigation and resolving of customer complaints in a timely manner in line with company process and KPIs
- Accountable for individual complaints across all areas and ensure progression to resolution, referring upwards to the Customer Relations Supervisor as required
- Liaise with the appropriate business areas when investigating and resolving complaints
- Act as a referral point for complaints from other areas of the business
- Provide feedback with regards to complaint outcomes, issues, trends and root causes, so it can be addressed with the business accordingly
- Make fair and reasonable decisions which are in line with department guidelines
- Handle complex complaints as necessary to ensure that targets are met
- Build relationships with all business areas
- Comply with health and safety policies, data protection rules and TCF philosophies at all times
- Ensure that all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards/regulations at all times (including TCF)
- Support the implementation of the Customer Relations Strategy so that Customer Relations is not seen as only responding to complaints - working with other areas of the business as required

Skills and Experience:

- Previous experience of working in a customer service environment with experience in handling complaints (An advantage)
- Excellent track record in resolving customer expressions of dissatisfaction, balancing customer and company needs
- Experience of working within the motor insurance industry (Desirable)
- Good experience of making commercially aware but customer-focused decisions
- Some understanding of root cause analysis and sound knowledge of complaints handling
- Some knowledge of insurance products and personal lines insurance would be advantageous
- Excellent communication skills, both verbal and written
- Excellent customer services skills
- Problem-solving skills with the ability to translate problems and find resolutions
- Good organisational skills with the ability to meet tight deadlines at short notice
- Good numeracy and literacy skills
- Good IT and software skills, in particular with Excel and databases

If you are ambitious and would like to enjoy a career with a fast-growing insurer, then please get in touch ASAP.

IND1

**Job Types**: Full-time, Permanent

**Salary**: £21,000.00-£23,500.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Haywards Heath, West Sussex: reliably commute or plan to relocate before starting work (required)

Application question(s):

- You will need to be UK based
- You must be UK based. This is a deal breaker.

**Experience**:

- customer service: 2 years (required)
- call centre: 2 years (required)

Work Location: Hybrid remote in Haywards Heath

Reference ID: A7789