Overview

Customer Complaints Handler

Permanent Full Time

Customer Complaint Handler**
We are working with the top Insurance Specialists who have been looking after people’s holidays for over 20 years and covered over 27 million travellers
This is an amazing opportunity for the right candidate to join our organisation, you will be responsible for investigating, resolving, and responding to complaints via the telephone, email, letter, and live chat. The objective is to deal with complaints in a timely and fair manner whilst adhering to business and regulatory guidelines.
Key Responsibilities
* To make sure the complaints are handled within timescales & FCA guidelines maintaining a high standard of response which is accurate, concise and professional
* Update appropriate records relating to all complaints
* To identify the cause of complaints making recommendations for improvement
* To produce high quality written correspondence to customers and the Financial Ombudsman Service (FOS) which are in line with our Quality Assurance guidelines
* Develop and maintain industry knowledge
* To provide feedback using procedures and processes to help the business identify areas for improvement and development
* To contribute to the development and success of the Company by taking an active part in team and operational meetings
Experience required
* A proven track record of delivering high standards of customer care within a compliants environment
* Excellent communication skills both verbal and written
* Attention to detail with focus on achieving first time quality
* Ability to work autonomously taking ownership for your own workload
* Ability to problem solve autonomously or as part of a team
* Flexible, with the ability to adapt to changing requirements
* Able to work under pressure to meet deadlines
* Committed to excellent customer service and prepared to go the extra mile to ensure customer satisfaction.
* CII – IF1 preferred
Hours
37.5 hours per week
The offices are open during the following hours: 8.30am – 8pm Monday to Friday
9am – 5:30pm Saturday
10am – 5:30pm Sunday
9am – 5pm Bank Holidays
The rotas are produced at least a month in advance
Benefits
Company paid medical treatment through a Health Cash Plan (including dental treatment, glasses, prescriptions, private consultations etc)
Employee Assistance Programme
Tech Purchase Scheme
Pension
Holiday Buy Scheme
Life Assurance (4x Salary)
Christmas Savings Club
Discounted Cinema Tickets
Shopping Discounts for 1000s of High Street Retailers
Length of Service Awards
Staff Referral Scheme
Discounted Travel Insurance
Reward and Recognition Scheme
Personal Development (inc. Courses and Qualifications)
Social Events