Executive Complaints Handler

Overview:
To carry out a wide and thorough range of complex and technical analysis work on FOS cases. Investigate and respond both verbally and in writing, to Executive, MP, and Press complaints. Provide complaint handling advice and guidance across the business, and within Customer Relations. Provide complaint overviews to Senior Management Team on request. To provide FOS analysis and insight to the business and Customer Relations Manager.

**Responsibilities**:

- To co-ordinate, collate and communicate information to customers / FOS/Stakeholders/MPs office/Press office, both verbally and in writing, that is of a technical nature
- To undertake detailed investigations, and provide guidance, advice and solutions to complex and technical customer complaints
- To understand and deal with Complex claims complaints (over £100,000)
- Knowledge and understanding of litigation complaints
- Resolve press complaints to ensure there is no reputational damage to the business
- Utilise specialist knowledge, skills and behaviours to effectively achieve a successful outcome to complex and technically difficult complaints while maintaining the maximum possible level of customer satisfaction.
- Contact customers and third parties by letter/phone to resolve customer complaints - typically on behalf of senior management and the Executive for complaints that are deemed sensitive such as ones that have high financial/reputational risk and also some that are raised via Social Media.
- To effectively and regularly work with stakeholders at a senior level throughout the business to ensure the best outcome for customers.
- Provide detailed complaint summary to Senior Management Team on request including any recommendations based on previous FOS decisions/learnings.
- To present business cases to various departments across the business to support the effective resolution of complaints
- Ensure all complex and technical complaints are recorded in a timely, accurate and effective manner in accordance with internal and external regulatory requirements
- Support and promote compliance with regulatory and legal matters within the role for self and others
- Effectively facilitates and participates in cross site meetings, workshops and projects to achieve the desired outcomes
- Pro-actively monitor trends through FOS outcomes/learnings to identify opportunities for process improvements to improve the customer experience and financial efficiencies
- Organise and prioritise own workload, ensuring all deadlines are met
- Develop and maintain key internal/external effective stakeholder relationships
- As required, effectively represent Markerstudy Insurance Services Limited at external industry events / seminars / conferences, and influence the implementation of learnings
- Shares knowledge, ideas and information freely to support others within the team to enable others to improve their capability
- As required, support, train and mentor others
- Develop and maintain an extensive knowledge of products, processes and procedures
- Deputise for the Executive Complaints Team Manager when required by picking up Executive, Press/sensitive complaints and coordinating the responses from key stakeholders
- Support the Head of Customer Relations and the Customer Relations Operations Manager in the absence of the Executive Complaints Team Manager
- Provide FOS Insight/data to the business and Customer Relations to understand upheld rate/trends.

Qualifications:

- Has an excellent understanding of General Insurance Claims complaints, and works within, external regulatory environment matters
- An intricate understanding of complex claims
- Extensive knowledge of complaint handling policies, processes and procedures
- Excellent time management skills
- Ability to analyse data and then make informed decisions about complex matters
- Good understanding of the Financial Ombudsman and their view of various types of home and motor claims complaints
- Ability to clearly, concisely and accurately communicate with internal and external customers a full range of detailed information, both verbally and in writing, from a variety of sources, using persuasive and negotiating skills
- Ability to effectively present business cases with regards to resolution of complaints/payments of claims to senior colleagues/stakeholders.
- Ability to be able to work to tight deadlines, providing high quality responses
- To be able to challenge decisions made across the business in a constructive manner, ensuring buy in.
- Proven ability to deliver difficult messages/provide constructive feedback
- Tenacious in their approach to problem solving
- Capable of making appropriate judgements in customer complaint handling with regards to sensitive/complex matters
- Ability to work well in a team and to deal with colleagues
- Possess specialist complaint handling knowledge, with relevant knowledge of competitors
- Work in a highly challenging environment whilst maintaining the customer a