Complaints Handler

Cactus Search; United Kingdom; Remote; GBP 33,000; Full time

Job summary

Cactus Search is excited to offer a Complaints Handler position in the UK, focusing on managing customer complaints in the insurance industry. This fully remote role allows you to resolve issues promptly and effectively, ensuring customer satisfaction at every touchpoint.

Qualifications

• Essential complaints experience in Insurance is required.
• Exceptional writing and communication skills are necessary.
• Ability to manage workloads unsupervised and prioritize effectively.

Responsibilities

• Resolve customer complaints at the first point of contact.
• Conduct investigations and ensure compliance with regulations.
• Manage client escalations and assess complaints from external sources.

Skills

Customer service

Communication

Problem-solving

Job description

This range is provided by Cactus Search. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

This is a very exciting opportunity to join a well established business with plenty of opportunities to build on your skills & your career! This business truly put the needs of their customers first, that’s why we need people who naturally love working with customers, putting smiles on faces and can finding the best resolution for the customer.

Your role is to resolve customer complaints at the first point of contact received from the customer by completing prompt, high quality investigations in order to ensure that an appropriate decision is reached.

Salary: £32,212 & Benefits, this will also be a fully remote role, working from home.

Hours: Monday - Friday 9am - 5:30pm

Duties:

• Actively manage customer complaints
• Improve the overall customer relationship, making customers aware of the organisation’s complaints procedures
• Acknowledge and resolve complaints systematically and fairly and within set time limits as defined by Financial Conduct Authority both via telephone and letter
• Investigate the root cause of any complaints, gathering information from relevant teams or stakeholders
• Ensure compliance with legal requirements, industry regulations, organisational policies and professional codes
• Respond to Client Escalation and High Priority Complaints in a sensitive and timely manner
• Review and assess complaints referred from Financial Ombudsman Service or any other Alternative Dispute Resolution

Experience:

• A positive attitude towards work
• Forward thinking and channels energy to improve performance
• ESSENTIAL - Complaints experience in Insurance
• Experience handling complaints in a Mobile phone industry would be advantageous
• You must have exceptional writing and communication skills
• Can confidently manage assigned workload unsupervised.
• Able to prioritise workloads and meet deadlines and targets; be organised and methodical
• Respect for customer and business confidentiality; trustworthy and reliable.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Insurance

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