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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 involve supporting various Group Companies, providing exposure to a diverse range of cases across all operational areas.


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


This is an opportunity to make a significant impact by continuously improving and refining our Client's customer experience, where your contributions will be acknowledged and valued.


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

Key Responsibilities:
  • Manage customer complaints from initiation through to resolution, ensuring compliance with regulatory standards and company policies.
  • Conduct thorough investigations into complaints, collecting all necessary information and evidence to arrive at fair and informed decisions.
  • Collaborate with internal departments to identify root causes of complaints and implement corrective actions as needed.
  • Provide regular updates and reports on complaint trends, pinpointing areas for enhancement and taking proactive steps 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 in the role of Complaints Manager, you will need:
  • Prior experience in a Complaints or Customer Relations capacity within the Insurance sector.
  • Exceptional attention to detail and analytical skills, with the capability to effectively investigate and resolve complaints.
  • Outstanding communication and interpersonal skills, with the ability to empathize with customers and de-escalate tense situations.
  • Familiarity with regulatory requirements governing the insurance industry (e.g., FCA guidelines).
  • Proven ability to thrive under pressure and manage multiple priorities in a dynamic environment.