Complaints Resolution Manager

1 week ago


Norwich, Norfolk, United Kingdom Employment Specialists Ltd Full time

Job Summary:

Employment Specialists Ltd is seeking a highly skilled Complaints Resolution Manager to join our team. As a key member of our Central Assurance Department, you will play a vital role in supporting our Group Companies and driving customer satisfaction.

Key Responsibilities:

  • Manage and resolve customer complaints in a timely and professional manner, ensuring adherence to regulatory requirements and company policies.
  • Investigate complaints thoroughly, gathering all necessary information and evidence to reach fair and informed decisions.
  • Liaise with internal departments to address root causes of complaints and implement corrective actions where necessary.
  • Provide regular updates and reports on complaint trends, identifying areas for improvement and implementing proactive measures to enhance customer satisfaction.
  • Act as a point of escalation for complex or high-priority complaints, demonstrating strong problem-solving skills and a proactive approach to resolution.

Requirements:

  • Previous experience in a Complaints/Customer Relations role within the insurance industry.
  • Strong attention to detail and analytical skills, with the ability to effectively investigate and resolve complaints.
  • Excellent communication and interpersonal skills, with the ability to empathise with customers and diffuse tense situations.
  • Knowledge of regulatory requirements governing the insurance industry (e.g. FCA guidelines).
  • Proven ability to work under pressure and manage multiple priorities in a fast-paced environment.

What We Offer:

As a Complaints Resolution Manager at Employment Specialists Ltd, you will have the opportunity to make a real impact on our customer experience and contribute to the success of our company. We offer a dynamic and supportive work environment, with opportunities for professional growth and development.



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