Complaints Resolution Lead
4 days ago
In this Complaints Resolution Lead role with Employment Specialists Ltd, you will play a key part in managing and resolving customer complaints. As a seasoned professional, you will lead customer service efforts and be responsible for investigating complaints thoroughly, gathering information, and reaching fair decisions. Your focus will be on providing regular updates and reports on complaint trends to identify areas for improvement.
Main Responsibilities:
- Handle customer complaints from initiation to resolution, adhering 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.
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.
- Knowledge of Regulatory requirements governing the insurance industry (e.g., FCA guidelines).
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