Customer Complaint Advisor

2 months ago

Bournemouth, United Kingdom Vitality Full time

**About The Role**:
Hybrid Role - 2 days a week in the office, 3 days a week at home. #LI-Hybrid

**About the role**

Providing the highest level of customer service to our members. This role requires versatility, attention to detail and excellent oral and written communication skills to aid in the resolution of escalated complaints at the earliest opportunity. You will proactively take and maintain ownership of complaints until resolved. You will carry out thorough investigations, identify and address each issue raised, deliver outcomes over the phone and provide complainants with accurate written summaries of complaints. A positive and organised approach is essential for this challenging but rewarding position.

**Accountabilities**
- Providing the highest standard of customer service working to FCA guidelines, and providing FOS rights where applicable.
- Liaising with other Customer Service Managers/Service Executives to ensure that all complaints received by the business are handled effectively and comprehensively within a timely manner prioritising own workloads. Maintenance of shared mailboxes.
- Identifying and differentiating between reportable and non-reportable complaints. Logging and maintenance of complaints and generating reports within our in-house complaints management system Respond.
- Taking and maintaining ownership of complaints escalated or referred to you, resolving them at the earliest opportunity, ensuring all actions relating to the resolution are carried out.
- Using excellent communication skills to identify all elements relating to each complaint. Carrying out thorough investigation, recording accurate notes, and ensuring all issues are addressed and outcome delivered to the complainant.
- Providing compensation when necessary and in line with Redress guidelines. Logging any ex-gratia/manual payment requests and authorising other colleague’s requests.
- Using strong written skills to effectively communicate the handling of complaints to complainants. Ensure that all letters are generated in accordance with FCA regulations, providing FOS referral details where appropriate
- Identifying and highlighting opportunities to reduce complaint volumes
- Being a champion for change and supporting management decisions, contributing towards the achievement of own and team objectives by maintaining a great team spirit, providing support and coaching to colleagues.

**Skills required**

Essential
- 5 GCSE grades A-C including English and Maths
- At least 2 years customer service experience in a fast-paced working environment
- PC literacy
- Excellent written and oral communication skills
- A passion for customer service
- An eager, positive and proactive approach
- Problem-solving skills and thrives working under pressure
- Strong organisational skills
- Keen attention to details

Desirable
- Complaint handling accreditation
- Knowledge of FCA guidelines
- Previous professional experience of working as a complaints handler

**About Us**:
Vitality is an award-winning, dynamic and vibrant financial services provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to our business. We’re the UK insurer and investment provider that rewards people for positive lifestyle choices - a key element of our Shared-value model. With 1.4m UK members and more than 25m globally, we’re out to make the world a healthier, happier place. This applies as much to our people as it does to our members.

Working for Vitality, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best. We think work should be fun and sociable, and we want our people to get the most out of every day. Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved. Wherever possible, we will consider a variety of working options to suit your lifestyle, whether that be hybrid home/office working, flexible working and part or full time employment. It’s what we call offering shared values, because a healthy happy team is good for us, good for our members and good for you.

Find out why people love being part of the Vitality Team

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