Complaints Co-ordinator (6 Month FTC)

Many Group; Birmingham; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

Many Group is seeking a Complaints Coordinator to join their team in Birmingham. The role involves managing customer complaints, ensuring regulatory compliance, and providing essential support to enhance customer experience. The ideal candidate will have strong communication skills and a background in customer service, contributing to a positive resolution process.

Qualifications

• Experience in a Customer Service role preferred.
• Excellent communication skills (verbal and written).
• Strong problem-solving and time management skills.

Responsibilities

• Coordinate complaints communication and track progress.
• Ensure compliance with regulatory obligations regarding complaints.
• Provide administrative support and liaise with internal teams.

Skills

Customer Service

Communication

Problem Solving

Time Management

Analytical Skills

Job description

About us

We love pets - which is why we’re on a mission to make the world a better place for pets and their parents. We offer pet insurance policies with generous pet health benefits that are designed with their needs in mind. We’ve helped half a million pets stay happy and healthy since 2017 - and many more customers throughout the world are joining us every day. Our company is respectful, fun-loving and passionate about pets and their wellbeing. Throughout our business you'll meet people who think differently, aim for impact, and love to try new things. Want to join our pack? Join us. Love every moment. Love ManyPets.

A day in the life

As a Complaints Coordinator at ManyPets, your responsibilities are to
effectively coordinate complaints communication, tracking progress, and
ensuring timely responses in line with organisational policies and procedures.
You will manage all inbound customer complaints and any complaints which are
referred to you by the wider Operations team. You will be responsible for
ensuring that we comply with our regulatory obligations in terms of complaints
handling and providing administrative support to ensure we meet the demand.
You will support the wider operational teams as they handle complaints and use
your knowledge and insight to make recommendations to the wider team on
how we can continue to improve our customer experience.

Core deliverables

• To provide administrative support to the Complaints team, to ensure complaints are handled in line with DISP regulations.
• Act as the first point of contact for customers, supporting them from the point the complaint is received, including sending regulatory correspondence (in line with DISP) and dealing with any related queries.
• Ensure that a high level of customer service is consistently provided.
• Assist and support complaints triage and allocation to complaint handlers.
• To work collaboratively with the Claims and Customer Service teams to ensure that priority tasks are carried out effectively, efficiently and meet the required deadlines.
• Liaising with other team members and third parties i.e. the Financial Ombudsman Service.
• Processing compensation payments and overall oversight of monthly payment reconciliation.
• Answering incoming calls, emails, and call backs in line with our SLA timeframes.
• Meeting targets by achieving individual KPI's and objectives.
• Liaise with difficult customers whilst also following the correct complaints procedure when required.
• Strive for First Touch Resolutions to ensure there is no repeat demand/reopened complaints.
• Assist with any necessary feedback to individual colleagues, managers, or teams.
• Identify areas of our systems, processes, policies, or training that may cause complaints and suggest improvement opportunities.
• Work proactively to reduce the escalation of complaints by addressing issues promptly and effectively at the earliest opportunity.
• Promote internal accountability by encouraging team members to take ownership of issues raised through complaints.

Skills and competencies

• Previous experience in a Customer Service role, either face-to-face or over the telephone, is preferred.
• Excellent communication skills, both verbal and written, to be used whilst conversing with ManyPets’ internal and external stakeholders.
• Good problem-solving skills, capable of actively listening on calls to ascertain the problem at hand, then working to resolve this through knowledge of our processes and procedures.
• Ability to prioritise workload, with great time management skills to ensure complaints are handled effectively, efficiently, and within regulatory timeframe.
• Deliver to our targets and keep us in line with our service level agreements and key performance indicators.
• Analyse situations, identify issues, and find effective solutions to resolve claims queries and complaints.
• Make sure all fraud controls and processes are followed, delivering quality at every touchpoint.
• Liaise with the Financial Ombudsman Service and send files as necessary while working with the Complaints Team Leader to action decisions.
• Ensure you are compliant with all company polices and regulatory requirements with a particular focus on FCA DISP rules, Vulnerable Customers and Treating Customers Fairly.

Positive Approach

• Maintain a positive attitude, even in stressful situations, to contribute to the complaints process that will foster loyalty.
• Remain patient and show empathy towards customers, especially in challenging situations about their complaint, to build rapport and trust.
• Actively acquire knowledge of regulatory procedures, our products, and services to provide accurate information and assist customers effectively.
• Learn and implement new complaints procedures. Identify and contribute feedback to the design and implementation of our internal processes and systems, to help improve customer experience.

Team Collaboration

• Deputise for Complaints Team Leader when necessary.
• Actively seek feedback, learn from experiences, and strive to enhance your skills and knowledge to improve customer service delivery.
• Play an active part in the development and training of your colleagues, ensuring the wider team has the best cross-functional coverage.
• Recommend suggestions to your Team Leader to make sure we're efficient, effective, and providing high-quality service, while keeping costs in mind.
• Identify and contribute feedback to the design and implementation of our internal processes and systems, to help improve customer experience and financial controls.
• Work on your own skills and performance to keep getting better at your job.

Organisational Skills

• Plan and schedule your daily activities to ensure deadlines are met and work is completed in a timely manner.
• Adhere to processes and procedures to ensure consistency and compliance with organisational and regulatory standards.
• Maintain accurate and timely records, files, and databases to ensure data integrity and compliance with our Data Protection requirements.
• Continuously maintain our systems through accurate data entry.
• Effectively allocate your time to address customer inquiries promptly so we can meet service level agreements (SLAs).
• Flexibly adjust your plans and workflows to accommodate shifting priorities or unexpected customer demand.

Communication Skills

• Ensure clear, polite, and empathetic communication to understand and address the customer needs and complaints process.
• Handle conflicts calmly and diplomatically, aiming for mutually beneficial resolutions to maintain positive customer relationships.
• Be flexible and adaptable to navigate diverse customer interactions and adjust your approach based on individual needs.

What success looks like

• You will consistently aim to receive positive feedback from customers, earn high ratings, and foster repeat business through your exceptional complaints support.
• You meet your targets and have consistent performance against agreed metrics.
• You ensure that all complaints are processed in accordance with Financial Conduct Authority (FCA) guidelines and other relevant insurance regulations. This includes maintaining up-to-date knowledge of industry compliance and applying it to complaint resolution.
• You successfully resolve claims queries and issues within agreed-upon timeframes, showcasing your efficiency and effectiveness in addressing customer needs promptly.
• You consistently meet or exceed quality assurance standards, keeping accurate and thorough records of complaint handling.
• You compile detailed reports, providing an audit trail and conducting root cause analysis to help identify trends and areas for improvement.
• You will demonstrate clear and effective communication with customers, colleagues, and other teams, leading to improved problem-solving, fewer misunderstandings, and smoother collaboration.
• You provide accurate information, deliver quality solutions, and offer helpful assistance to customers, ensuring their needs are met and building trust in the company's products or services.
• You consistently meet or exceed service level agreements (SLAs) and adhere to established procedures, showcasing your reliability, professionalism, and compliance with organisational standards.
• You build positive relationships with colleagues, contribute to a supportive team environment, and collaborate effectively with other departments, fostering productivity and enhancing your overall success in the role.
• You actively seek feedback, learn from experiences, and implement improvements in processes, procedures, and customer service practices to drive ongoing growth and development in your role.

*Ideal candidate must be willing to travel to Birmingham office when required.

Ways of working

On a typical day you’ll be working from a laptop with a screen, mouse, keyboard, and headset. You’ll be meeting your colleagues on Zoom and keeping in touch regularly via email and Slack too – we’d expect you to be using your computer for around seven hours a day. We’d ask that you have a distraction-free work area and a reliable internet connection with a speed of 25Mbps so you can work effectively. We’ll make sure you have the right home set-up that supports you in the role by providing best-in-class technology, money towards a desk, and vision support.

Inclusion at ManyPets

We promise to give you the same opportunities as everyone else and we won’t discriminate against you at any point in the process. This includes how we source talent, our interview process, our conditions of employment (including pay) and feedback. If you'd like to read more about this, please download our Approach to Inclusion policy.

Reasonable adjustments and support

If you need any help, support, or advice at any point during the hiring process please email [e-mail]. If you want to ask any questions or request an adjustment, please let us know and we'll do what we can to flex our approach.

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