Complaints Intervention Officer

**Complaint Intervention Officer**

**Purpose of the role**

Working within a busy Customer Relations department, you will be responsible for the management of all newly received complaints, ensuring that they are logged, acknowledged promptly. Utilising strong written and oral skills, you will work with customers to achieve a desirable resolution, liaising with various departments around the business to ensure remedial action is taken. This role is crucial in intervening and investigating claims to ensure informal resolutions are achieved, without the need for a formal complaints process to be instigated. You will be an integral part of Customer Relations and will regularly communicate with our client to provide updates on complaints performance.

**Duties and Responsibilities**
- Ensure all customer complaints are recognised, accurately logged and acknowledged in a timely manner, in line with FCA regulations.
- Using excellent written and oral skills, discuss complaint cause and resolution with customers to establish required remedial action.
- Liaise with various business departments to take necessary steps in order to complete remedial actions to resolve customer complaints.
- Conduct file reviews to establish root cause of complaint and draft final response letters to be sent to customers.
- Regularly communicate with client Customer Service department to update them on complaint figures and hand over formal complaints, providing supplementary comments and timelines to aid their investigations.
- Generate weekly/monthly client complaints reports to agreed format and SLA
- Ensure Key Performance Indicator targets are reached and maintained.
- Monitor and track root cause analysis and highlight trends and areas of improvement to be fed back to Customer Relations and Claims teams’ management.
- Be a champion for continuous improvement in order to improve complaint metrics within the Claims function.

All employees are expected to carry out any reasonable instruction given by their senior manager, in line with business requirements

The above is not an exhaustive list and may change with the overall business objectives of the Company.

**Key Skills Requirements**
- 5 GCSE’s grade A-C including Maths & English
- At least 1 years’ experience within a complaint handling environment
- Experience within a Customer Service team from a regulated business preferable
- Excellent verbal and written communication skills is required
- Good Microsoft Office skills
- Excellent time management
- Excellent attention to detail
- Ability to multi-task and prioritise work load
- Excellent listening skills

**Benefits**:

- Free employee treats in our break-out rooms including fresh fruit, breakfast cereals, tea and coffee, sweets, breakfast bars and canned drinks
- New build office in the centre of Stoke-on-Trent
- Support with professional qualifications
- Yearly bus pass loan (deducted monthly out of your salary to give you a cheaper bus pass)
- Close to local amenities
- Free parking for permanent employees
- Free eyecare vouchers
- 29 days holiday entitlement (this includes bank holidays which are non-working days)
- Employee refer a friend scheme (If someone you recommend passes their probation, you can be awarded over £500 per person)
- Involvement with corporate social responsibility and Davies Foundation charity events
- Matched pension contribution

**Are you a Davies Person?**

All Davies Group employees need to be able to demonstrate our Big IDEA, Inspire, Deliver, Empower and Aspire. It is essential all employees embed these behaviours in line with their job role.

**Job Types**: Full-time, Permanent

**Salary**: £21,500.00-£23,500.00 per year

**Benefits**:

- Casual dress
- Company pension
- Cycle to work scheme
- Discounted or free food
- Free or subsidised travel
- Free parking
- Life insurance
- Referral programme

Schedule:

- Day shift
- Monday to Friday

Work Location: Hybrid remote in Stoke on Trent