We are seeking a dedicated Complaints Officer to join our client and manage a portfolio of complex insurance complaints.
This role is ideal for someone who thrives in a fast-paced environment and is committed to delivering fair and reasonable outcomes for our customers. The successful candidate will be adept at prioritising their workload to meet all regulatory timescales and will possess excellent communication skills for interacting with customers and stakeholders.
Day to day of the role:
- Manage and prioritise a portfolio of complex insurance complaints, ensuring compliance with regulatory timescales.
- Conduct thorough investigations and analyses of complaints to achieve fair outcomes for customers.
- Communicate directly with customers via phone and email in a clear, concise, and professional manner.
- Identify customers with vulnerability characteristics during the complaints process and provide appropriate support.
- Liaise with the Financial Ombudsman Service on escalated cases, confidently challenging their views when evidence supports it.
- Identify root causes and complaint trends to drive service excellence across the business, collaborating with senior stakeholders to implement necessary changes.
- Act as a technical referral point, offering guidance to the Customer Relations team and other business areas.
- Maintain and develop technical knowledge of our products, services, FOS, and relevant regulatory requirements.
- Undertake additional duties as required, in line with the role's level of responsibility and the changing needs of the business.
Required Skills & Qualifications:
- Proven experience in handling complex complaints, within the insurance sector.
- Strong analytical skills to investigate and resolve complaints efficiently.
- Excellent communication skills, both verbal and written.
- Ability to identify and support vulnerable customers.
- Experience liaising with the Financial Ombudsman Service and challenging decisions.
- Capability to identify trends and root causes to improve service quality.
- Knowledge of insurance products, cover, and service, as well as FOS and regulatory requirements.
- Self-starter, with the ability to manage the complaints process end to end
Benefits:
- Competitive salary and benefits package
- Hybrid working - 2/3 days in the office
- Dynamic and supportive work environment