Core Complaints Handler

2 days ago

Bournemouth, United Kingdom LV= Full time

At LVFS, we are seeking a dedicated, empathetic individual with a keen eye for detail and excellent communication skills, to join our team as a Core Complaints Handler.

**About you**:

- Demonstrate proven negotiation skills within a customer-focused role
- Showcase excellent listening skills, with the ability to mediate and defuse situations
- Work independently and proactively, in a way that meets regulatory requirements
- Be organised and able to prioritise workload effectively, meet targets and achieve positive results
- Accurately interpret and summarise key data
- Have a keen eye for detail with the ability to proof-read and create factually correct summary documents for our customers and stakeholders (strong literacy skills will be key)
- Possess extensive and detailed knowledge of protection products and financial services regulations
- Exhibit strong analysis, observation, and problem-solving skills
- Have excellent written and verbal communication skills.

**Details**:
Your duties will include...
- Taking responsibility for making decisions where ex-gratia/policy related payments are appropriate, calculating levels of redress, and evaluating levels of compensation and goodwill.
- Ensuring that all complaint handling is conducted in accordance with regulatory requirements, while providing a first-class service to our customers.
- Maintaining information held on the complaints database to identify systemic issues and enable root cause trend analysis.
- Recognising and recording customer needs in vulnerable situations, ensuring any further considerations are recorded and acted upon.
- Providing advice, guidance, coaching and feedback to staff in operational and sales areas on complaint recognition and handling, to help eliminate rework and additional compensation costs.
- Identifying and escalating any concerns arising from the handling of complaints.
- Making recommendations to improve processes and working practices to ensure all Consumer Duty aspects are maintained.
- Developing and building relationships across all business areas, IFAs and third-party suppliers.

**Why work for us?**:
Go on, bring your true self to LV=.

**Rewards and Benefits**:
At LV= Life and Pensions, you’ll go above and beyond to do the right thing for our customers and we’ll reward you with an attractive, competitive salary and benefits package in exchange for your hard work. This includes
- 26 days' holiday - which increases after two years’ service to 28 days
- The opportunity to buy or sell up to five days’ holiday
- A competitive sales bonus scheme based on personal performance
- Flexible benefits - Cycle to work scheme/Health Assessment/Personal Accident Insurance/Critical Illness/Private Medical Insurance/Dental Insurance
- A competitive pension for which LV= Life and Pensions will double match the amount you pay, up to 14%
- Group Life Assurance with 4 x basic pay to your dependents - you’ll have the option to increase to 8 x cover
- Group Income Protection, if you are a member of the Pension scheme and reach 5 years’ service
- Employee Assistance Programme (EAP) service for support through difficult times in your life
- Access to a virtual GP service
- Shared parental leave
- Up to 20% discount on our life products for you and your immediate family.

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