Complaints Handler

2 weeks ago

Manchester, United Kingdom GerrardWhite Full time

**Complaints Handler**

**Salary**: £21,000-£26,500 (depending on experience)
**Hours**: Monday to Friday 9 am-5 pm
**Location**: Tunbridge Wells or Manchester **_- Hybrid Working, 3 days from home, 2 days office-based_**

**Overview**

My client is a large and leading Insurance Group who are seeking people who have previously worked within a Complaints background to join their **Complaints Handling**team in Tunbridge Wells / Manchester.

As a **Complaints Handler**, you will proactively manage your own caseload of complaints. You will take ownership of individual cases and resolve complaints in line with agreed standards and regulations as well as establishing the root causeof the complaints to support the business and improving performance.

**Your main duties will be to**:

- Manage own caseload, ensuring all complaints are handled within required deadlines and FCA requirements, from receipt to conclusion whilst ensuring a fair and clear outcome is reached following TCF principles.
- For each complaint, establish telephone contact with customers to gain a full understanding of their complaint to progress to a fair outcome as quickly as possible. In addition, you will make follow-up contact to discuss the outcome reached.
- Contact internal and external parties for relevant information required to investigate and close the complaint.
- Ensure the complaints database is updated and that information held is accurate.
- Ensure that all complaints are handled with the highest possible standard of customer care.
- Assist with TCF feedback and provide recommendations for improvement.
- Keep up to date with regulatory and legislative changes, with particular attention to FOS decision-making and outcomes.
- Keep up to date with organisational changes to policies and processes.
- Solid Customer Service experience
- Working knowledge of complaints handling
- High standard of written and telephone communication skills with the ability to communicate effectively at all levels.
- Demonstrates good organisation and time management skills.

**What's on offer**
- 25 days annual leave - **_plus bank holidays_**:

- 5% pension contribution scheme
- Healthcare benefits
- Life assurance
- Discounts on over 250 big retail brands

**About the company**:
The company is an innovative and entrepreneurial group of companies specialising in Motor Insurance Services. This is an excellent opportunity for a career with an investor in the People Gold Champion organisation. As a Complaints Handler, you will managethe complaints process by taking ownership of individual cases and resolving these satisfactorily and by FCA and TCF principles.

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