Complaint Experience Specialist

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 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.