Complaints Resolution Specialist

1 month ago


Norwich, Norfolk, United Kingdom Employment Specialists Ltd Full time
Complaints Manager Role

Employment Specialists Ltd is seeking a skilled Complaints Manager to join their Central Assurance Department. As a key member of the team, you will be responsible for managing and resolving customer complaints, ensuring adherence to Regulatory requirements and Company policies.

Key Responsibilities:
  • 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.
Requirements:
  • 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).

This is an excellent opportunity for a motivated and experienced professional to make a real impact on customer satisfaction and contribute to the success of Employment Specialists Ltd.



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