Complaints Specialist
3 weeks ago
A reputable insurance broker is looking for a Complaints Specialist to join their compliance team in Cheltenham.
**Key accountabilities will include**:
- Manage the end-to-end complaints process and be the voice of the customer
- Ensure all key communications points are met in the complaints process
- Provide complaint insight, reviewing key trends and offering solutions for best practice
- Ensure complaints are escalated where required and ensure senior stakeholder approval
- Ensure all documentation is retained & processed in accordance with FCA regulations
- Complaint budget management
- Lead on complaint reporting both monthly and half yearly for FCA submission
**What’s needed for me to be considered?**
- Experience working within a complaints or compliance team
- Ability to reach a desired outcome with empathy, patience and influencing ability
- Strong communications skills - written and verbal
- Experience in coaching teams in complaint management and best practice
- Awareness and ability to escalate an issue to senior leadership team with a proposed resolution
**What next?**
Additionally, refer a friend or colleague to us and receive £200 in vouchers if we assist them in securing a new career. #LI-SN1
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