Complaints Handler

Usay Compare is a fast paced, exciting place to work. Both a marketplace for Private Medical Insurance and a stellar employer for progression;we have achieved 4.4 stars as an employer on Glassdoor.

We are a team that thrive on challenges, and always have honesty at the heart of our values; thus, providing a great place to work and progress.

With compliance and customer satisfaction at the heart of our business goals, our team needs an extra pair of hands to continue its journey to best practice; so, we are on the hunt for a passionate and driven individual that gets excited by a challenge andwants to achieve the best outcomes for the business and our clients.

**What we can offer you**:

- A competitive basic salary between £22k - £25k depending on experience
- Remote position - required in the office 1 - 2 times per month (GL7 5XZ office location).
- Monday to Friday 9am - 5:30pm hours.
- 28 days holiday. With an incremental holiday package
- Regular incentives and fundraising days
- Friendly, fun and supportive working culture
- Full in-house training programme with continued training and development
- Contributory pension scheme and discountedPrivate Medical Insurance
- Excellent facilities, including spacious break out areas and a well-presented office.

**Key role accountabilities: **
- Investigate complaints in line with the FCA standard and regulatory requirements, liaising with relevant stakeholders, draft summary resolutions and final decision letters within the agreed timeframes.
- To create accurate records ensuring all elements of the complaints are logged.
- Provide advice and guidance on any complaint handling referrals from the Customer Service teams.
- Help drive continuous improvement of customer outcomes by ensuring key learnings are raised and feedback is documented and shared via the agreed process.
- Assist in the management of quality assurance standards, practices and procedures by providing appropriate feedback of complaint investigations.

**We are looking for someone who**:

- Previous experience in a complaints handling role is essential.
- Possesses strong organisational skills and attention to detail.
- Has strong written and oral communication skills.
- Shows initiative, proactivity, an enquiring approach and resourcefulness.
- Is adaptable and has the ability to embrace and respond positively to change.
- Has strong analytical and investigative skills.
- Demonstrates the ability to work under pressure, learn fast and work with new processes and systems.