Complaints Resolution Specialist

21 hours ago

StratforduponAvon, Warwickshire, United Kingdom NFU Mutual Full time
About the Role

We are seeking a highly skilled Complaints Specialist to join our team at NFU Mutual. As a Complaints Specialist, you will play a critical role in managing the review and investigation of reported complaints from initial correspondence to successful conclusion.

Key Responsibilities:

  • Manage the review and investigation of reported complaints, ensuring timely and effective resolution.
  • Liaise with all relevant parties to ensure the right outcome and redress for both the customer and NFU Mutual.
  • 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 high level of customer satisfaction and loyalty.

Requirements:

  • End-to-end complaints resolution experience, gained either from a regulated industry such as financial services, with experience within an insurance environment highly desirable.
  • Confident managing investigations in a sensitive manner, meeting tight deadlines, and organizing your own workstream efficiently.
  • Effective communicator with excellent interpersonal skills and a successful negotiator, ensuring our customers are treated fairly.
  • Proficient user of the Microsoft Office suite with excellent written skills to produce business correspondence and spreadsheets.

What We Offer:

  • 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.
  • Access to savings at High Street brands, travel, and supermarkets.
  • £20 contribution to a monthly gym membership.
  • 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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