Complaints Specialist

2 weeks ago

Cheltenham, United Kingdom Endsleigh Insurance Full time

**up to £35,000pro rata
Cheltenham - hybrid
Part-time (28 hours p/w)**

With over 50 years of experience as the student, education, and charity specialists, Endsleigh are part of a growing group of ambitious, high-growth, award-winning businesses that span the insurance value chain.

We’re dedicated to providing marketing leading insurance solutions for students, teachers, alumni and education establishments that’ll make sure they’re protected at every step. Our people are the driving force of Endsleigh, creating an employee-owned companywe’re proud of. We aim to create an environment where teams can connect, collaborate and work together to deliver an A-Grade service to all our customers

**Role**

As our Complaints Specialist, you will be responsible for all complaint management and reporting across the business. You will be working closely with our internal teams and will assist in all areas of complaints including analysis and trends. You will ensureall compaints are resolved within the given deadlines, within budget and in accordance with FCA regulations.

The Complaints Specialist will work with all the leaders and key stakeholders to build out best in class complaint resolution, root cause and reporting framework.

**Key accountabilities will include**:

- Manage the end-to-end complaints process and be the voice of the customer
- Ensure all key communications points are met in the complaints process
- Provide complaint insight, reviewing key trends and offering solutions for best practice
- Ensure complaints are escalated where required and ensure senior stakeholder approval
- Ensure all documentation is retained & processed in accordance with FCA regulations
- Complaint budget management
- Lead on complaint reporting both monthly and half yearly for FCA submission

**Person**

**Knowledge**:

- Experience working within a complaints or compliance team
- Ability to reach a desired outcome with empathy, patience and influencing ability
- Strong communications skills - written and verbal
- Experience in coaching teams in complaint management and best practice
- Awareness and ability to escalate an issue to senior leadership team with a proposed resolution

**Reward**

This is a great opportunity to be part of a transforming business and you will be rewarded by a highly social team culture and competitive salary. We will offer you a fantastic benefits package which includes a defined contribution pension scheme where Endsleighwill contribute 4% of your pensionable salary increasing to 8% at 5 years’ service and rising again to 12% in year 10.

You will start with 22 days holiday plus bank holidays, rising to 25 days after 2 years and 27 days after 10 years’ service. We also offer all colleagues the ability to buy holidays if they wish to, as well as giving you your Birthday off.

**In addition to this we also offer**:

- Health CashPlan
- Hybrid Working
- Life Insurance
- Income Protection Plan
- Free fruit and healthy snacks
- Colleague discounts through Perkbox
- Totum student discount card via the NUS
- The opportunity to buy additional holiday
- 2 paid volunteering days
- Funding for team social events via the Endsleigh Fun(d)

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