Complaint Executive

ARAG plc; Caerphilly; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

26 days holiday

Pension scheme

Sports & Social club

Career development

Employee rewards

Group Income Protection

Group Legal Protection

European Motor Assistance

Home Emergency Assistance

Health Cash Plan

Cycle to work scheme

Employee discounts hub

Job summary

ARAG UK is seeking a Complaint Executive to support a responsive complaints service within the Customer Insight & Experience team. The role involves managing a caseload from customers, business partners and solicitors while upholding a compliant framework.

You will ensure governance and escalation for complaints and thoroughly document the lifecycle to enable actionable MI for stakeholders. Strong communication and investigative abilities are essential to uphold trust and fairness.

Qualifications

• Inquisitorial and problem solving focus to deliver independent investigations
• Experience in a customer-facing environment
• Understanding and applying FCA complaint handling rules
• Strong communication and relationship-building skills

Responsibilities

• Manage a caseload of complaints from customers, business partners and solicitors.
• Ensure compliant handling with governance and escalation processes.
• Document information about complaints throughout their lifecycle to enable clear MI.
• Provide timely, accurate and actionable updates to internal stakeholders.
• Engage with dispute resolution services as required by the process

Skills

Communication skills

Investigations

Problem solving

FCA rules understanding

Customer service

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

ARAG UK has been helping businesses and individuals gain access to justice for over 40 years. It's our founding principle to enable everybody, not just those who can afford it, to assert their legal rights.

Thousands of businesses and individuals defend or pursue legal action each year safe in the knowledge that ARAG are paying their legal bills. Our businesses include a legal expenses insurance company and a law firm with many opportunities in both areas.

We have always been aware that it's the people that really make it happen; the quality of our people defines the quality of the company, the service we offer and the good outcomes for our customers, so we're committed to creating a great place to work for our employees.

We believe it is an exciting time to join ARAG. You can expect an organisation that will challenge and develop you to progress your career.

By giving you every opportunity to develop yourself professionally and personally, we also pride ourselves on having an open, inclusive and high energy culture that encourages a fun working environment and places our customers at the very heart of everything we do.

If you are keen to become part of our exciting future then we would love to hear from you. In addition to the very genuine development opportunities we provide we also offer a generous reward and benefits package.

• 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 planSalary 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