Customer Complaints Resolution Specialist
3 weeks ago
An excellent opportunity has arisen for a dedicated, customer-focused professional to join a dynamic and expanding Claims department.
As a key member of the team, reporting directly to the Complaints Team Leader, your primary responsibility will be to manage and resolve a diverse range of customer complaints while effectively collaborating with the Financial Ombudsman Service. The complaints will pertain to motor insurance claims, ensuring compliance with Consumer Duty, while striving to deliver exceptional customer satisfaction and uphold the esteemed reputation of our organization.
Position: Customer Complaints Resolution Specialist
Location: Hybrid working options available
Working hours: 37.5 hours per week, Monday to Friday, from 9am to 5:30pm
Compensation: Competitive salary ranging from £25,000 to £32,500 annually, with an additional potential quarterly bonus of £2,000
Key Responsibilities:
- Manage customer complaints related to motor insurance claims, ensuring timely and professional communication throughout the resolution process.
- Investigate and evaluate the legitimacy of complaints by reviewing pertinent documents, policies, and claim details to gather necessary information.
- Collaborate with internal teams, including claims adjusters, underwriters, and legal departments, to obtain additional information and resolve complaints effectively.
- Conduct comprehensive investigations into complaints, including reviewing claim files, policy documents, correspondence, and other relevant materials.
- Engage with customers and involved parties to fully understand their concerns and provide updates on the complaint resolution process.
- Work closely with the claims team to ensure that all complaints are addressed promptly and in accordance with regulatory requirements.
- Provide detailed and accurate responses to customer complaints, explaining claim decisions and offering suitable resolutions or compensation when warranted.
- Maintain thorough and precise records of all complaint handling activities, ensuring compliance with data protection and confidentiality policies.
- Collaborate with the complaints team to develop and implement strategies aimed at enhancing customer satisfaction and reducing complaint volumes.
- Ensure effective resolution of complaints to minimize escalations to the Financial Ombudsman Service, managing correspondence with them when necessary.
Qualifications:
- Demonstrated experience in managing motor insurance claims or complaints, or a similar role within the insurance sector.
- Comprehensive understanding of motor insurance claims processes, including relevant regulations and legislation.
- Strong analytical capabilities, with the ability to review and interpret complex information for informed decision-making.
- Exceptional communication skills, both written and verbal.
- Empathy and patience in customer interactions, showcasing a customer-centric approach to complaint resolution.
- Ability to thrive under pressure, manage multiple tasks simultaneously, and meet stringent deadlines.
- Meticulous attention to detail, ensuring accuracy in all aspects of complaint handling.
- Proficiency in utilizing relevant computer systems and software for tracking and reporting complaints.
- A commitment to upholding high ethical standards and embodying company values.
About Acorn Insurance and Financial Services Limited
We are a growing organization offering significant opportunities to enhance your knowledge of the financial services industry. As a specialized insurance provider, we boast over 40 years of experience in assisting individuals with motor insurance across the UK. We empower more than 50,000 customers to secure policies that cater to their needs, providing them with the peace of mind that comes from high-quality insurance.
At Acorn Insurance, we prioritize comprehensive training and ongoing coaching, equipping you with in-depth FCA regulated industry knowledge and the necessary tools to advance your career within the organization.
We celebrate diversity and strive to cultivate a culture where our employees feel respected and valued for their individuality. We take pride in fostering accessible and inclusive environments that allow our team members to showcase their best selves.
Why Choose Acorn Insurance?
At Acorn Insurance, we aim to provide you with more than just a job; we aspire to offer you a meaningful career. Our benefits include:
Enhanced annual leave starting at 31 days, potentially increasing to 35 days per year based on grade and length of service (including bank holidays).
- Additional options for buying and selling holidays.
- Company sick pay scheme.
- Paid maternity and paternity leave.
- Generous pension scheme.
- High street vouchers and discounts.
- Fresh fruit deliveries twice a week (on selected sites).
- £250 referral bonus for recommending a friend.
- Cycle to work scheme.
- Free eye test vouchers and contributions towards frames.
- Access to self-development and qualifications through Magpie Learning.
- Comprehensive mental health support, including a network of mental health first aiders and free counseling sessions.
- Regular employee engagement initiatives, including competitions with exciting prizes.
- Charity fundraising events.
All roles are subject to DBS and financial checks, and any offer made will be conditional until these checks are satisfactorily completed.
If you believe you would be a great fit for our team, we encourage you to reach out to discuss how Acorn Insurance could be the next step in your career journey.
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