Job Description
Reporting to the Team Manager, the role is to independently investigate and respond to complaints from a wide range of customers and external stakeholders. Complaints can be complex in nature, so would suit someone who can methodically work through problems applying product and systems knowledge. Identifying the root cause of a complaint along with recommendations to avoid future re-occurrences is also an essential part of the role.
Role Responsibilities
– Monitoring various email inboxes to identify complaints, passing on non-complaints to the appropriate teams.
– Recording complaints on the appropriate logs and maintaining accurate records throughout the resolution process.
– Acknowledge complaints within regulatory and internal SLA timescales.
– Thoroughly investigate complaints, taking into account internal policies and procedures whilst managing customer expectations.
– Determine whether or not a complaint is justified and recommend restorative action.
– Compose responses to customers / stakeholders outlining the complaint, details of the investigation and outcome.
– Completion of ancillary tasks such as ORICs, payment requests and compensation authorisations
Skills & Experience Required
– Strong analytical skills together with attention to detail and a desire to seek equitable solutions for customers / stakeholders.
– Strong written skills with the ability to pitch responses appropriate to a wide-ranging customer base, some of whom English will be a second language.
– Previous experience in a customer-facing environment ideally with significant experience in resolving customer complaints
– Good knowledge of products offered by an international life assurance company
– Good standard of education – A Level or higher
Salary & Benefits
The salary for this role is negotiable, dependent upon qualifications & experience so please get in touch with our team for further information.
This client also offers the following benefits package:
– 36 days annual leave, inclusive of Public Holidays
– Generous discretionary bonus scheme
– Voluntary “double matching” pension scheme
– Income Protection
– Life Assurance
– Private Medical Insurance (after qualification period)
– Free car parking
– On site gym
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