My fantastic client based in the heart of Cheltenham are currently recruiting for a Senior Complaints Handler to join their company on 12-month contract.
This is an excellent opportunity for a candidate with previous experience in handling complaints. The successful candidate will be responsible for investigating and managing all aspects of complaints to ensure a satisfactory conclusion is reached.
-Investigate customer complaints, liaise with relevant stakeholders, check relevant regulations and resolve within regulatory deadlines
-Draft and send summary resolution and final decision letters for all complaints across all business areas
-Act as a referral point for all Financial Ombudsman cases, ensuring a full investigation and detailed response is sent to the Financial Ombudsman Service in a timely manner.
-Production and completion of a variety of complaints reports for the Business Units and insurers.
-Play an active role in the continuous improvement of the businesses processes through ensuring learnings are fed into the Continuous Improvement Committee.
-Management of the complaint process, ensuring that the Group procedure is fully complied with.
-Reporting any potential Errors & Omissions identified during the complaints handling process.
-Work closely with the Customer Insight Manager and Root Cause Analyst to ensure complaints data is fit for purpose and can be used to analyse trends and suggest changes through root cause analysis.
-Ensure all staff understand how to identify a complaint and are aware of the process they should follow.
-Support the Operational Finance & Governance manager by acting as the first line of support with day to day queries from junior complaint handlers
-Knowledge of FCA regulations, specifically around complaints handling
-Strong communication skills, both written and verbal to convey information in a manner that remains clear, impartial, factual and concise
-Chartered Insurance Institute qualified or prepared to work towards
-Experience of dealing with customer complaints
-Excellent administration skills and attention detail
Hours- Monday to Friday 9am-5pm