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Customer Complaints Supervisor

3 months ago

Ipswich, United Kingdom Employment Specialists Ltd Full time
Position Overview:
Our growing client in the Insurance sector is seeking a dedicated Complaints Manager to enhance their Central Assurance Department.


This role will support various Group Companies, providing exposure to a diverse range of cases across all operations.


The ideal candidate will possess extensive experience in Complaints or Customer Relations within the Insurance Industry, enabling them to drive this essential business function forward.


This is an opportunity to significantly influence and improve our Client's customer experience, where your efforts will be acknowledged and appreciated.

Role Summary:
This position can be performed in a hybrid or office-based setting.

As the Complaints Manager, you will lead customer service initiatives and oversee the management and resolution of customer complaints.


Your role will be vital in upholding the Company's esteemed reputation by addressing customer issues with empathy, professionalism, and integrity.


Key Responsibilities:
  • Manage customer complaints from initiation to resolution, ensuring compliance with regulatory standards and company policies.
  • Conduct thorough investigations into complaints, collecting all relevant information and evidence to make fair and informed decisions.
  • Collaborate with internal teams to identify root causes of complaints and implement necessary corrective actions.
  • Provide regular updates and reports on complaint trends, pinpointing areas for enhancement and executing proactive strategies to boost customer satisfaction.
  • Serve as a point of escalation for complex or high-priority complaints, showcasing strong problem-solving abilities and a proactive resolution approach.
Qualifications:
To excel as a Complaints Manager, you should possess:
  • Prior experience in a Complaints or Customer Relations role within the Insurance sector.
  • Strong attention to detail and analytical capabilities, with a proven track record in effectively investigating and resolving complaints.
  • Exceptional communication and interpersonal skills, with the ability to empathize with customers and de-escalate challenging situations.
  • Knowledge of regulatory requirements governing the insurance industry (e.g., FCA guidelines).
  • Demonstrated ability to thrive under pressure and manage multiple priorities in a dynamic environment.