Complaints Handler

Overview:
Ensuring that compliance, FCA & FOS guidelines are adhered to and contributing to the overall performance of the department.

**Responsibilities**:

- Investigating customer complaints and responding with a fair outcome-based resolution within regulatory and business requirements
- Interacting and giving feedback to team leaders and departmental managers
- Highlighting any TCF issues and suggested improvements in our products, processes and our people
- Taking an active role in investigations and problem solving activities and taking immediate action on urgent issues i.e. brand threatening and FOS complaints
- Work effectively with other team members to ensure the delivery of a consistent, responsive and fair outcome approach to the business and customers
- Work effectively with the Quality team to share feedback and ideas for improvements
- Identify personal development needs and work with your Line Manager to plan how these needs could be met
- Operate within own area of accountability, proactively escalating issues and seeking guidance
- To undertake other reasonable responsibilities and projects as instructed by their line manager.
- Where applicable, to adhere to Company processes with regard to FCA compliance and Treating Customers Fairly
- Where applicable, to ensure that DPA, FCA, TCF and other regulatory requirements are met.

Qualifications:
**Essential Skills**
- Experience of working within the organisation with a wide knowledge of our in house systems (CDL/Strata) and processes.
- Excellent communication skills
- Good letter writing skills
- Previous experience of working on Pet
- Ability to remain flexible
- Have an open and positive outlook to change in the workplace
- Ability to work on own initiative and take responsibilities for own workload

**Desirable Skills**
- Knowledge of insurance principles and products
- Vet assessing experience
- **What are we doing to help us build a thriving, inclusive community?**
- Our ambition is to build a more diverse, equal and inclusive workplace for everyone and we have a mission statement in place to reinforce our commitment. However, that’s the easy part

Our key challenges are
- How we continue to nurture positive behaviours in our own culture to foster healthy, happy and collaborative colleagues where performance is recognised and differences celebrated.
- How we strive to build our own internal community to better reflect the diverse communities we serve.

To help us achieve this, we have recently established an employee network called
- **#WeAreMarkerstudy** - a body of proactive colleagues with diverse interests and experiences, who have volunteered themselves to be part of a driving force for positive change.

Change won’t happen overnight or without the support of our colleagues, but we are now in a good position to make realistic and manageable plans in order to see them flourish in the future.