Complaints Handler

**Complaints Handler**

Are you working within the Insurance industry and looking for a new challenge?

Are you a natural at resolving issues?

Do you thrive on problem solving?

We have a fantastic opportunity for a Complaints Handler to join our Marsh Commercial team

The Complaints Handler will be responsible for managing a dynamic complaints caseload, conducting independent investigations for all complaints, which fall outside the remit of the business, to provide fair and comprehensive resolutions.

This role can be based anywhere within the UK and would suit either an experienced Commercial Insurance Complaints Handler or someone with Commercial Insurance experience looking for a new challenge.

**What can you expect?**
- An opportunity to join an established and client focused complaints team
- A platform to build on existing knowledge and an opportunity to learn new skills in a continuous improvement environment
- To build and maintain an excellent rapport with our clients, providers, and colleagues across the Group
- Supportive on the job training.

**What you will be rewarded with?**
- We offer competitive salaries and comprehensive benefits.
- Excellent on the job training and support.
- Flexible working environment with a mix of home/office-based working
- We also support programmes including health & welfare, tuition assistance, pension, employee assistance program, career mobility, employee network groups and volunteer opportunities.

**We will rely on you to**:

- Manage a dynamic complaints caseload in accordance with the complaint’s procedure
- Investigate customer complaints (i.e., interrogate records, liaise with business areas, check relevant regulations) and resolve promptly and within regulatory deadlines
- Collate and prepare files requested as part of FOS referrals
- Assist branches as required to help resolve complaints within three days where possible
- Collate, analyse, and report complaint related data when required
- Maintain up-to-date knowledge of regulatory and complaint precedents
- Conduct root cause analysis and liaise with members of the management team to ensure any learnings are provided and process improvements are embedded within the business moving forward

**What you need to have**:

- Experience within a Commercial Insurance Complaints role or non-complaints handling roles with other experience such as claims handling or underwriting. May also suit an account executive who is looking for a different role
- Ability to remain calm under pressure and be able to work flexibly when required
- Excellent organisational skills with the ability to manage multiple enquiries simultaneously
- Fully Competent in Microsoft Office Products
- Strong literacy, numeracy, administration, and organisational skills
- Excellent written and oral communication skills

**What makes you stand out**:

- Commercial Insurance Complaints experience or non-complaints handling experience
- Ideally hold or be working towards the CII qualification

**How to Apply**:
**About us**
- We are Marsh Commercial, a diverse community of colleagues, serving a diverse community of clients with insurance, risk management and employee health and benefits advice and solutions._
- We help clients succeed by defining, designing, and delivering innovative industry-specific solutions that help them effectively manage risk. Our deep knowledge of both the industry sectors and communities we serve, combined with the time we take to fully understand and meet a client’s needs, is what sets us apart._
- We're also part of Marsh and McLennan Companies (MMC) - a global network of experts in risk, strategy, and people. For over 140 years, Marsh & McLennan Companies (MMC) has supported enterprise, helping clients realise, survive, and grow in changing times._
- We leverage the scale, expertise, and access to the broad range of products and services provided by the wider Marsh & McLennan Companies for the benefit of our clients - whilst retaining the flair, flexibility, and personal service that our clients have come to expect._
- Marsh & McLennan Companies and its affiliates aim to attract and retain the best people regardless of their gender expression or identity, marital and civil partnership status, ethnic origin, nationality, age, background, disability, sexual orientation, or beliefs._

Schedule:

- 8 hour shift