Insurance Industry Compliance Officer

3 weeks ago


Ipswich, Suffolk, United Kingdom Employment Specialists Ltd Full time

As a key member of our Central Assurance Department, you will play a vital role in supporting all Group Companies, handling a wide variety of cases across their Operations.

This is an excellent opportunity for an experienced Complaints/Customer Relations professional from the Insurance Industry to lead this business activity forward for the Group.

You will be responsible for managing and resolving customer complaints, maintaining the Company's reputation for excellence by addressing customer concerns with empathy, professionalism, and integrity.

Key Responsibilities of the role include:

  • Handling customer complaints from initiation to resolution, ensuring adherence to Regulatory requirements and Company policies.
  • Investigating complaints thoroughly, gathering all necessary information and evidence to reach fair and informed decisions.
  • Liaising with internal departments to address root causes of complaints and implementing corrective actions where necessary.
  • Providing regular updates and reports on complaint trends, identifying areas for improvement and implementing proactive measures to enhance customer satisfaction.
  • Acting as a point of escalation for complex or high-priority complaints, demonstrating strong problem-solving skills and a proactive approach to resolution.

To be successful in this role, you will demonstrate:

  • 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.

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