Complaints Administrator

3 weeks ago

Cheadle, United Kingdom Freedom Group Action 365 Full time

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 role-holder is responsible for the maintenance of internal complaint inboxes, logging new complaints on the in-house system and distributing the cases to the complaint handlers. Additionally, assisting the team on inbound calls when required.

**Core Skills**
- Previous administration experience
- Previous customer service experience.
- A good level of organisational skills and attention to detail
- Good level of written and spoken communication skills.
- An attention to detail and an ability to accurately record of information.
- The ability to multi-task in a complex environment is essential.
- You must have the ability to learn and develop through continuous training and support, to ensure you are providing exceptional service.
- The ability to operate in a fast-paced environment.
- General administrative activities to support the business unit.
- Recording all complaints in line with the business complaints handling procedure and the Quality Assurance framework.
- Allocating complaints to handlers.
- Contribute to the success of your business unit.
- Potential telephone work both inbound and outbound to customers
- To have an optimistic and enthusiastic approach to everything you do.
- Be passionate in achieving our goals.
- Take pride and accountability of the success of the company.
- Do not look for blame, look for a solution.
- Actively seek ideas for continuous improvement.
- Listen to each other and embrace change.
- Be honest and respectful with each other.
- Ensure “doing right by you” is applied across your team, customers and business partners.
- Adhere to company policies, procedures & regulatory requirements including the protection of client and company data.
- Demonstrate confidence to deal with our customers over the phone (when/if required)

**Preferred Skills**
- Previous insurance experience would be advantageous.
- Previous complaint handling experience would be advantageous.

**Confidentiality & Compliance**
- To ensure confidentiality of all information is maintained always.
- Ensure consumer duty values and principles are observed and applied always.
- Ensure adherence to FCA policies and procedures always.

**Other duties**
- 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 handbook

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

**Job Type**: Part-time

Pay: Up to £23,400.00 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

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (required)
- Complaint handling: 1 year (preferred)
- Insurance: 1 year (preferred)

Work Location: Hybrid remote in Cheadle

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