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Insurance Industry Complaints Resolution Specialist
2 months ago
Employment Specialists Ltd is seeking an experienced professional to fill the role of Group Complaints Manager in their Central Assurance Department.
About the RoleThis is a hybrid or office-based position that requires supporting all Group Companies, handling a wide variety of cases across their Operations.
Key Responsibilities- Manage and resolve customer complaints from initiation to resolution, ensuring adherence to Regulatory requirements and Company policies.
- Investigate complaints thoroughly, gathering all necessary information and evidence to reach fair and informed decisions.
- Liaise with internal departments to address root causes of complaints and implement corrective actions where necessary.
- Provide regular updates and reports on complaint trends, identifying areas for improvement and implementing proactive measures to enhance customer satisfaction.
- Act as a point of escalation for complex or high-priority complaints, demonstrating strong problem-solving skills and a proactive approach to resolution.
- Previous experience in a Complaints/Customer Relations role within the Insurance industry.
- Strong attention to detail and analytical skills, with the ability to effectively investigate and resolve complaints.
- Excellent communication and interpersonal skills, with the ability to empathise with customers and diffuse tense situations.
- Knowledge of Regulatory requirements governing the insurance industry (e.g. FCA guidelines).
- Proven ability to work under pressure and manage multiple priorities in a fast-paced environment.
As a Group Complaints Manager at Employment Specialists Ltd, you will have the opportunity to make a significant impact on the customer experience and contribute to the continuous improvement of our client's reputation for excellence.
