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Complaints Resolution Specialist

2 months ago

York, York City, United Kingdom Reed Full time

We are seeking a dedicated professional to join our client, a leading insurance company, as a Complaints Officer. This role is ideal for someone who thrives in a fast-paced environment and is committed to delivering fair and reasonable outcomes for our customers.

The successful candidate will be adept at prioritizing their workload to meet all regulatory timescales and will possess excellent communication skills for interacting with customers and stakeholders.

Key Responsibilities:

  • Manage and prioritize a portfolio of complex insurance complaints, ensuring compliance with regulatory timescales.
  • Conduct thorough investigations and analyses of complaints to achieve fair outcomes for customers.
  • Communicate directly with customers in a clear, concise, and professional manner.
  • Identify customers with vulnerability characteristics during the complaints process and provide appropriate support.
  • Liaise with the Financial Ombudsman Service on escalated cases, confidently challenging their views when evidence supports it.
  • Identify root causes and complaint trends to drive service excellence across the business, collaborating with senior stakeholders to implement necessary changes.
  • Act as a technical referral point, offering guidance to the Customer Relations team and other business areas.
  • Maintain and develop technical knowledge of our products, services, FOS, and relevant regulatory requirements.
  • Undertake additional duties as required, in line with the role's level of responsibility and the changing needs of the business.

Requirements:

  • Proven experience in handling complex complaints, within the insurance sector.
  • Strong analytical skills to investigate and resolve complaints efficiently.
  • Excellent communication skills, both verbal and written.
  • Ability to identify and support vulnerable customers.
  • Experience liaising with the Financial Ombudsman Service and challenging decisions.
  • Capability to identify trends and root causes to improve service quality.
  • Knowledge of insurance products, cover, and service, as well as FOS and regulatory requirements.
  • Self-starter, with the ability to manage the complaints process end to end.

What We Offer:

  • Competitive salary and benefits package.
  • Hybrid working arrangement, with 2/3 days in the office.
  • A dynamic and supportive work environment.