Complaints Handler

**Complaints Handler**

£21,000-£26,000 p/a (depending on experience)

Permanent Full-Time

Mon-Fri 9:00am -5:30pm

Hybrid working - 3 days remote, 2 days office based (Mondays and Thursdays)

**Overview**

Working within the Customer Relations team either based in Longford House in Tunbridge Wells or Ardnale House in Manchester, you will proactively manage your own caseload of complaints. In this role you will take ownership of individual cases and resolve complaints in line with agreed standards and FCA regulations. Assist the Customer Experience Team in the root cause analysis to support the business in continually improving performance. The role will be a hybrid of home and office (Tunbridge Wells or Manchester) working.
- Manage own caseload, ensuring all complaints are handled within required deadlines and FCA/FSC requirements from receipt to conclusion
- For each complaint, establish telephone contact with customers to gain a full understanding of their complaint in order to progress to a fair outcome as quickly as possible. Make follow up contact to discuss the outcome reached through open and interactive communication
- Identify and assess customers’ needs to ensure consideration of their individual circumstances during the handling of the complaint and resolution
- Contact internal and external parties for relevant information required to investigate and close the complaint
- Investigate and resolve customer complaints with the highest possible standard of customer care. Ensure customer satisfaction and provide professional customer support
- Maintain thorough and accurate complaint records
- Identify any trends and provide feedback to the business for continuous improvement and the efficiency of customer service processes
- 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.
- Maintain a positive, empathetic and professional attitude towards customers and colleagues at all times

**Performance Indicators**
- Accurate recording of complaints records.
- Excellent verbal and written communication with customers to drive a positive customer experience.
- Meet and exceed KPIs and Quality Audit targets for phone and file audits consistently.
- Meet and exceed agreed productivity targets.

**Essential Skills**
- 2 year’s customer service experience is required, supported by knowledge of FCA and FOS regulatory guidelines
- First class customer service skills and a positive approach is essential
- Motor insurance background is desirable
- Ability to proactively assist the customer in resolving their concerns using empathy, trust and understanding
- Ability to multi-task, prioritise and manage time effectively.
- Complaints handled in accordance with regulatory requirements.
- Adherence to FCA, TCF and DPA regulations.

**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

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

**Salary**: £21,000.00-£26,500.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Life insurance
- On-site parking
- Referral programme
- Sick pay
- Store discount
- Wellness programme

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Manchester, M4: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Complaint handling: 1 year (required)

Work Location: Hybrid remote in Manchester, M4