Complaints Resolution Specialist

2 months ago


StratforduponAvon, United Kingdom NFU Mutual Full time
About the Role

We are seeking a skilled Complaints Specialist to join our team in Stratford upon Avon. As a Complaints Specialist, you will be responsible for managing the review and investigation of reported complaints from initial correspondence to successful conclusion, ensuring the right outcome and redress for both the customer and NFU Mutual.

Key Responsibilities
  • Manage the review and investigation of reported complaints, liaising with all relevant parties to ensure a fair and timely resolution.
  • Identify and monitor root causes, trends, and impacts of complaints, recommending remedial actions to correct processes, improve systems and controls, mitigate risk, and enhance customer experience.
  • Work collaboratively with colleagues to ensure a seamless and efficient complaints handling process.
  • Develop and maintain a deep understanding of NFU Mutual's Philosophy and Guiding Principles, industry practice, and regulatory requirements.
Requirements
  • Proven experience in end-to-end complaints resolution, preferably in a regulated industry such as financial services.
  • Excellent communication and interpersonal skills, with the ability to manage investigations in a sensitive manner and meet tight deadlines.
  • Strong analytical and problem-solving skills, with the ability to identify root causes and recommend effective solutions.
  • Proficient user of the Microsoft Office suite, with excellent written skills to produce business correspondence and spreadsheets.
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, up to 20%, including your 8% contribution.
  • 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme.
  • A Family Friendly policy that helps you balance your work and family responsibilities.
  • Access to savings at High Street brands, travel, and supermarkets.
  • £20 contribution to a monthly gym membership – subject to T&Cs.
  • Health and wellbeing plan - cashback for dentist, opticians, physio, and more.
  • Access to voluntary benefits, including health assessments, private medical insurance, and dental insurance.
  • Employee Volunteering - volunteer in the community for one day each year.
  • Unlimited access to Refer a Friend £500 bonus scheme.
  • Life Assurance cover of 4 x salary.
  • Employee discounts of 15% on a range of NFU Mutual insurance policies.


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