Complaints Advisor

Do you have experience of delivering a high level of exceptional customer care? Do you have experience of responding to formal complaints verbally and through written correspondence? Then this may be the job for you

Our friendly, hardworking and highly customer focussed Operations Support Team is looking for an enthusiastic and experienced individual to help them respond to customer complaints in an efficient and professional way. You will be responsible for recording all complaints on the Respond system, using written correspondence if uncontactable by phone and co-ordinating the collation and review of any reports and investigations required. You will also be required to chase information from internal and external third parties and where appropriate escalate any non
- respondents.

Gestures of good will are appropriate in some cases and you will be responsible for deciding when this is needed and what is most appropriate. You will also liaise with relevant business areas raising potential escalations if necessary, resolve the majority of cases by phone and handle all complaints in line with the principles of TCF and FCA regulations.

You will establish through means of investigation and review that the outcome of any issues is fair and reflects our service expectations whilst balancing operational and commercial reality against the expectations of the customer.

**About the person**:

- You will have a proven track record of delivering high standards of customer care in a similar role
- You must have experience of dealing with high level customer complaints
- You will have excellent letter writing skills, telephone manner and attention to detail
- You will be organised with strong administration skills
- Your IT skills will be strong and will be well versed in using MS Office packages, such as Word
- You must have the ability to problem solve autonomously or as part of a team
- You must be able to work under pressure in order to meet strict work timescales
- You may have Insurance/Motor background experience
- You may have working knowledge of the FCA

**Qualifications**:

- Good standard of general education; English and Maths A-C GCSE or equivalent
- A’ Levels or equivalent - preferable

**Hours**:
Thirty-five hours a week. However, flexibility will be required in line with the needs of the business.

You will receive excellent training for this role as we are dedicated to ‘Achieving Excellence Through Learning.’ You are always encouraged to bring your ideas and highlight any areas for improvement in processes.

**Staff Benefits**

In exchange for your expertise, experience and enthusiasm, we will offer support in continuing your personal and career development, in addition to providing a wide range of employment linked benefits.

We will provide you with competitive annual leave and contribute up to 6.5% towards a company pension scheme. You will have access to a range of discounts on Allianz products, as well as vouchers and discounts for high street and online retailers. You will also benefit from our company bonus scheme, Private Medical Cover, competitive annual leave, annual Flu vaccination, annual Eye Care vouchers, discounted Travel Insurance, Roadside Assistance free after 6 months’ probation, Corporate Social Responsibility and an Interest free season ticket loan after probation.

Successful applicants to our career opportunities will be able to demonstrate they share the values and behaviours we seek in our organisation.

See
**'Who we are**
**'** as an organisation, to find out more about us.

Allianz Partners is a world leading B2B2C specialist and expert in the creation and delivery of unique solutions that combine service, insurance and technology to provide worldwide protection and care.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

Great to have you on board.
**Let's care for tomorrow.**

**NO AGENCIES PLEASE