Job Title: Complaints Handler - Insurance (12-Month FTC)
Location: London (Hybrid Working - 4 Days Home/1 Day Office)
Salary: Up to £32,000
Are you a skilled communicator with a passion for problem-solving? We are seeking a dedicated Complaints Handler to join a dynamic team on a 12-month fixed-term contract. In this role, you will be the first point of contact for customer complaints, ensuring that each issue is resolved efficiently and effectively.
Responsibilities include:
- Investigate complaints against company policies and procedures and regulatory guidelines.
- Evaluating a range of evidence received and determine an outcome in line with company procedures.
- Proficient engagement with complainants by telephone and in writing, delivering timely updates and transparent expectations, while upholding exemplary customer service standards.
- Update/amend customer records/systems accurately.
- Manage multiple cases and work to challenging timescales.
- Liaise with multiple stakeholders in order to reach a fair outcome
- Calculating redress and compensation in line with regulatory and FOS guidelines
- Report monthly to the compliance handle on complaints for the FCA return.
- Update the insurers complaints system.
- Liaise with insurers on complex cases.
- Attend CMP meetings to update senior managers.
- Liaise with Claims handler in resolving Claims related complaints where necessary.
What you need:
- Previous experience in regulated complaint handling experience.
- Demonstrable experience in managing complaints from initial receipt through to resolution in a similar regulated environment
- Strong knowledge of the FCA and FOS rules
- Significant experience in working within the insurance sector
- Proficient knowledge of Microsoft Office suite
We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.