Complaints Handler

**Complaints Handler - Local Office - ARDIO857773**
- We are happy to discuss flexible working (Job share, flexible hours) for this role._

An exciting opportunity has arisen to join our Complaints Handler team at our office in Cheltenham, although location can be adaptable. This role will provide support within our Lifestyle Division Complaints Team to ensure complaints are handled in linewith our regulatory requirements.

This role will involve reaching out to customers who have logged a complaint and, following company processes, resolving the issue. Our Complaints Handlers look after a number of different business areas throughout the company which allows you to gain agreat understanding and insight into the insurance world at Ardonagh.

**Key Role Accountabilities**:

- Investigation of complaints in line with the business standard and regulatory requirements.
- Liaising with relevant stakeholders, drafting summary resolutions and final decision letters.
- Ensure that the Complaints Management system is kept up to date and information held is accurate
- Provide advice and guidance on any complaint handling referrals from the trading teams across the Lifestyle business
- Develop and maintain good working relationships across the Lifestyle business teams
- Ensure that CEO complaints are handled in line with Group procedure, and ensuring that the relevant stakeholders are kept informed and consulted in the handling process (where required)
- Ensure that Errors & Omissions connected to Complaints are identified, logged and handled in line with Group procedures.
- Play an active role in the continuous improvement of customer outcomes by ensuring key learnings are raised and feedback is documented and shared via the agreed process

**Person Specifications**:

- Strong organisational skills and great attention to detail.
- Strong written and oral communication skills
- Initiative, proactivity, an enquiring approach, resourcefulness.
- Adaptability, ability to embrace and respond positively to change.
- Analytical and investigative skills
- Ability to work under pressure, learn fast and work with new processes and systems.

**Qualifications & Experience**:
Essential:

- Previous experience of handling complaints
- Microsoft Office experience to an Intermediate level

Desirable:

- Chartered Insurance Institute qualified or prepared to work towards

LI-NW1