Customer Experience Risk Analyst
1 month ago
Overview
We are currently seeking a Complaint Risk Analyst to join our Customer Experience Team. In this role, you will be responsible for providing dynamic, analytical, and prompt responses to customer complaints. Your main objective will be to ensure the best possible customer outcomes while identifying areas for improvement. By effectively managing difficult communications and influencing outcomes, you will play a crucial role in transforming the customer perception of Gallagher. How you'll make an impact Take control of each complaint case, using your analytical skills to investigate the individual circumstances and piece together the evidence within timescales. Ensure the investigation and resolution of complaints in line with Gallagher processes and regulatory requirements. Use your knowledge of our policies and our industry to rectify the complaint, providing the best possible customer outcome. Support the business by identifying trends and continuously looking for ways to improve performance, efficiencies, compliance standards, operational processes, and customer experience. Support and liaise with the Central Complaint handling team to help resolve formal complaints within timescales. Support and liaise with the DPO and/or Legal Teams for requests from customers, such as erasure requests and Data Subject Access Requests. Assist in developing and implementing an effective compliance culture throughout the Company. Ensure prompt escalation of significant compliance issues to the Customer Experience Manager. About you Ideally, at least 1 year's similar experience and educated to secondary school standard or equivalent. Strong organizational skills with an ability to work well under pressure in a systematic and disciplined manner. Confident working under your own initiative and in a challenging environment in a fast-growing business while recognizing when to ask for help. Ability to look at the bigger picture, think strategically about solutions, while always striving to think ahead and take a can-do approach. A natural empathy with customers and the ability to make judgment-based decisions while remaining mindful of commercial considerations. Confident in writing and constructing emails. Detailed knowledge of Microsoft Windows and Office. Eligible to work in the UK. Compensation and benefits On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ 5 more days Defined contribution pension scheme, which Gallagher will also contribute to Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x Income protection, we’ll cover up to 50% of your annual income, with options to top up Health cash plan or Private medical insurance Other benefits include: Three fully paid volunteering days per year Employee Stock Purchase plan, offering company shares at a discount Share incentive plan, HMRC approved, tax effective, stock purchase plan Critical illness cover Discounted gym membership, with over 3,000 gyms nationally Season ticket loan Access to a discounted voucher portal to save money on your weekly shop or next big purchase Emergency back-up family care And many more… We value inclusion and diversity Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organisation. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term health conditions or disabilities. We understand that applicants may have disabilities, if you do, you may find some parts of the recruitment process more challenging than others. Don’t worry, we’re here to help, however, we can only do this if you let us know. Should you require reasonable adjustments to your application, please get in touch with TAGlobalSupport@ajg.com. If you’d prefer to speak on the phone, please request a callback, leaving details, so we get in touch. Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation. We are committed to diversity and opportunity for all and are opposed to any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/ belief, age and those with caring responsibilities. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.We have other current jobs related to this field that you can find below
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