Complaint Executive

Das Group; Bedwas; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

26 days holiday

Company pension scheme

Sports and Social club

Progressive career pathway

Employee reward and incentive scheme

Group Income Protection

Group Legal Protection

European Motor Assistance and Home EMT

Health Cash plan

Cycle scheme

Employee discounts hub

Job summary

ARAG UK is seeking a Complaint Executive within the Customer Insight & Experience team to support the delivery of a responsive complaints handling service to customers and business partners.

This role involves managing a caseload of complaints, ensuring compliance with the complaint handling framework, and providing governance and escalation as needed. It also focuses on documenting the complaint lifecycle to enable clear MI for governance and engaging with relevant dispute resolution services.

Responsibilities

• Manage a caseload of complaints from customers, business partners and solicitors, ensuring they are handled through a compliant complaint handling solution and framework.
• Contribute to appropriate governance and escalation for complaints and document information throughout the complaint lifecycle.
• Provide clear and actionable MI to facilitate active complaint governance.
• Engage with the Financial Ombudsman Service and other relevant complaint dispute resolution services to support resolution.

Job description

ARAG UK have an exciting new opportunity to join the Customer Insight & Experience team as a Complaint Executive to support the delivery of a responsive complaint handling service to customers and business partners.

This position will give you the opportunity to gain an understanding of all complaints handling activity conducted within ARAG UK, noting and reporting findings and corrective actions through the appropriate channels. You can expect to manage a caseload of complaints from our customers, business partners and solicitors, ensuring that they are managed through a compliant complaint handling solution and framework.

The successful applicant will ensure that we have appropriate governance and escalation for complaints and adequately document information about the complaint throughout its lifecycle to enable the provision of clear and actionable MI to facilitate active complaint governance.

It is important to us that customer interaction is respectful and delivered on an individual basis and that the successful applicant is able to inspire trust in relationships within ARAG UK, external partners and solicitors to facilitate the resolution of complaints. As such, you’ll need to be able to demonstrate good communication skills and have the confidence to contribute to the company’s engagement with the Financial Ombudsman Service and other relevant complaint dispute resolution services.

Whilst not essential, we'd be particularly interested to hear from applicants who have an understanding of Legal Service processes. This could therefore suit someone from a Legal Solutions or Legal Advice team background.

The following are additional requirements of the role:

• An inquisitorial and problem solving focus to provide independent and thorough investigations that deliver a fair customer outcome
• Evidenced complaint handling expertise gained through experience of working within a customer facing environment
• An understanding and ability to interpret and apply the FCA complaint handling rules
• The ability to balance quality of output with pace by managing time efficiently

It is desirable but not essential if you have:

• CII qualifications
• Experience of working with the Financial Ombudsman Service or Legal Ombudsman Service

As a team we are passionate and enthusiastic about what we do. Our people are encouraged to think independently and to take ownership of their work.

In return for your commitment, we will offer you generous remuneration and an attractive benefits package which will include:

• Competitive salary
• 26 days holiday
• Company pension scheme with the option to increase contributions
• The option to join our Sports and Social club which organises discounted events such as theatre visits, wine tasting and shopping trips
• Progressive career pathway and development opportunities
• Employee reward and incentive scheme
• Group Income Protection for all employees
• Group Legal Protection for all employees
• European Motor Assistance and Home Emergency Assistance
• Inclusion in our Health Cash plan
• Salary sacrifice benefits including Cycle scheme
• Access to our employee discounts hub offering exclusive discounts across thousands of retail partners, including discounted gym memberships at over 3,000 gyms across the UK