Complaints Handler

2 weeks ago

Newcastle upon Tyne, United Kingdom Somerset Bridge Group Full time

Location - Newcastle

Employment Type - Full Time - Permanent

Salary - Up to £26,000 per annum

Hours Per Week - 37.5

Somerset Bridge are looking for a driven and organised individual with the motivation to learn and develop new skills, to join our **Complaints Team in Newcastle.**

This role involves proactive management of customer needs, complaints and compliments regarding their motor claims.

**Key Responsibilities**:

- To ensure all claims are logged and replied to within agreed timescales and in line with current business practices.
- Ability to produce clear, concise and accurate reports to management team.
- Suggest improvements which can be made to ensure continuous improvement.
- Calculate any compensation payments and agree these with Senior Management.
- Ensure all complaints are directed to the correct person when complaints are outside your handling authority or level of expertise.
- Other duties as may reasonably be assigned to you from time to time.

**Required Knowledge & Skills**
- Experience working in a complaints environment.
- Understand industry standards and protocol.
- Understand legislation and legal liability.
- Show resilience when under pressure in dealing with challenging customer issues.
- Understand the customer, negotiation skills and managing relationships.
- Self-motivated with the ability to plan and organize the workload efficiently.
- Ability to meet strict deadlines.
- Technical knowledge of products and services.
- Excellent written communication skills
- Our Benefits:

- Hybrid working - 2 days in the office and 3 days working from home
- 25 days annual leave, rising to 27 days over 2 years’ service and 30 days after 5 years’ service. Plus bank holidays
- Discretionary annual bonus
- Pension scheme - 5% employee, 6% employer
- Flexi-time
- Healthcare Cash Plan - claim cashback on a variety of everyday healthcare costs
- 100’s of exclusive retailer discounts
- Professional wellbeing, health & fitness app - Wrkit
- Enhanced parental leave, including time off for IVF appointments
- Religious bank holidays - if you don’t celebrate Christmas and Easter, you can use these annual leave days on other occasions throughout the year.
- Life Assurance - 4 times your salary
- 25% Car Insurance Discount
- 20% Travel Insurance Discount
- Cycle to Work Scheme
- Employee Referral Scheme
- Community support day
- Christmas and Summer parties

Working at SBG

At Somerset Bridge Group we aim to build a sustainable and innovative business focused on underwriting, broking and claims handling of UK motor insurance, offering transparent products and an efficient and fair service to our policy holders.

We are very proud to have been awarded a Silver Accreditation from Investors in People We recognise that all of our people contribute to our success. That's why we are always looking for talented people to join our team - people who share our vision, who are passionate about what they do, and who want to be part of something special.

Equal Opportunity Employer

Somerset Bridge Group is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. We prohibit discrimination or harassment of any kind based on race, color, religion, national origin, sexual orientation, gender, gender identity or expression, age, pregnancy, physical or mental disability, genetic factors or other characteristics protected by law. SBG makes hiring decisions based solely on qualifications, skills and business requirements.

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