Complaint Intervention Officer

**Complaint Intervention Officer**

**Stoke-On-Trent - ST1 3DH**

**37.5 hours a week**

**Permanent, hybrid working after probation**

**#INDHP**

**Why would you join Davies?**

At Davies people are at the heart of all we do, out values state that we succeed together, and it is this, that makes the business a great place to work You will be valued and supported and receive excellent benefits including but not limited to:

- Reward platform - discounts for over 800 retailers
- 25 days holiday (rising with service plus option to purchase up to 5 extra days a year)
- Development, training, and professional qualifications

Working within a busy property claims team, you will be responsible for the management of all newly received complaints, ensuring that they are logged and 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. Alongside managing complaints within informal timescales, you will manage a case load of claims to conclusion that have ongoing or previous complaints.

**What will your day look like**
- 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 provide feedback to relevant areas
- Manage a case load of claims to conclusion, ensuring all necessary SLA’s are adhered to
- Monitor and track root cause analysis and highlight trends and areas of improvement to be fed back to the relevant manager
- 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

**Skills and Experience**:

- Claims Handling/Insurance background essential
- Great communicator, dedicated to providing a professional and empathetic service to our customers
- Excellent listening skills
- Ability to deliver outcomes in a fast-paced environment
- Excellent attention to detail
- Ability to multi-task and prioritise work load
- Efficient administrative skills with the ability to use Microsoft Office with ease
- Strong numeracy, literacy, and IT skills

**Our Values**
- Dynamic: We adapt swiftly to change, always looking ahead.
- Innovative: Solution-focused, with an entrepreneurial mindset.
- Succeed together: We succeed together, valuing diverse perspectives.
- Connected: United under one mission, making a difference.

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

Pay: Up to £25,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Cycle to work scheme
- Discounted or free food
- Free parking
- Health & wellbeing programme
- Life insurance
- Referral programme

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Stoke-on-Trent, ST1 3DH: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Claims Handling/Insurance: 1 year (required)
- customer service: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person