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Complaints Resolution Specialist
2 months ago
We are seeking a highly skilled Complaints Resolution Specialist to join our team at NFU Mutual. As a key member of our customer service team, you will be responsible for managing the review and investigation of reported complaints from initial correspondence to successful conclusion.
Key Responsibilities:
- Manage the review and investigation of reported complaints, ensuring timely and effective resolution.
- Liaise with customers, colleagues, and external stakeholders to gather information and resolve complaints.
- Identify and monitor root causes, trends, and impacts of complaints, recommending remedial actions to correct processes and improve customer experience.
- Develop and maintain a deep understanding of NFU Mutual's products and services, as well as industry best practices and regulatory requirements.
- Collaborate with cross-functional teams to implement process improvements and ensure compliance with regulatory requirements.
Requirements:
- Proven experience in complaints resolution, customer service, or a related field.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
- Strong analytical and problem-solving skills, with the ability to identify root causes and develop effective solutions.
- Proficient in Microsoft Office, with experience in using spreadsheets and other software applications.
- Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
What We Offer:
- A competitive salary of up to £33,000 per annum.
- An annual bonus of up to 10% of salary.
- A contributory pension scheme, with employer contributions of up to 20%.
- 25 days annual leave, plus bank holidays and a buy/sell/save holiday trading scheme.
- A family-friendly policy, supporting work-life balance and employee well-being.
- Access to savings at High Street brands, travel, and supermarkets.
- A £20 contribution to a monthly gym membership.
- A health and wellbeing plan, offering cashback for dental, optical, and other health services.
- Access to voluntary benefits, including health assessments and private medical insurance.
- Employee volunteering opportunities, supporting community engagement and social responsibility.
- Unlimited access to our Refer a Friend scheme, offering a £500 bonus for successful referrals.
- Life assurance cover of 4 x salary.
- Employee discounts of 15% on NFU Mutual insurance policies.
