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Complaints Resolution Specialist

2 months ago

York, York City, United Kingdom NFU Mutual Full time
{"title": "Complaints Specialist Role", "description": "About the Role

We are seeking a skilled Complaints Specialist to join our team in York. 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 consistent and high-quality service, meeting tight deadlines and organizing your own workstream efficiently.
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 negotiate and resolve complex issues.
  • 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.
  • Annual bonus (up to 10% of salary).
  • 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.
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