Complaints Resolution Manager
1 week ago
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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