Complaints Handler & Auditor

Exclusive Law Group; Manchester; On-site; GBP 27,000 - 32,000; Full time

Job summary

An established industry player is looking for a skilled Complaint Handler and Auditor to enhance their Customer Experience Team. This role combines complaint management and auditing, ensuring compliance with industry standards and regulations. The successful candidate will engage with customers, resolve complaints efficiently, and conduct audits to improve processes. This office-based role in Manchester offers a supportive environment with various perks, including wellbeing support and social events. If you have a passion for customer service and compliance, this opportunity is perfect for you.

Benefits

Day off for your birthday

Wellbeing support

Retail and travel discounts

Company social events

Child's first day of school off

Dress down Friday

No bank holiday working

Employee of the Month Scheme

Long service bonus

Extra holidays for attendance

Qualifications

• Proven experience in complaint handling and auditing within claims management.
• Strong understanding of industry standards and regulatory requirements.

Responsibilities

• Manage customer complaints and ensure timely resolutions.
• Conduct regular audits to ensure compliance with standards.

Skills

Complaint Handling

Auditing

Analytical Skills

Communication

Attention to Detail

Organisational Skills

IT Proficiency

Job description

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We are seeking a highly skilled and experienced Complaint Handler and Auditor to join our Customer Experience Team. This dual-role position requires a professional with a strong background in handling complaints and conducting audits within the claims management sector. Reporting to the Head of Customer Experience, the successful candidate will be responsible for managing customer complaints, ensuring they are resolved efficiently, and performing regular audits to ensure compliance with industry standards and regulatory requirements.

Key Responsibilities:

• Receive and Assess Complaints:Handle incoming complaints from customers, assess their validity, and ensure a fair and thorough investigation.
• Resolution Management: Develop and implement solutions to resolve complaints in a timely and satisfactory manner, ensuring compliance with company policies and regulatory standards.
• Communication:Maintain clear, professional, and empathetic communication with customers throughout the complaint process.
• Documentation: Record and maintain detailed records of all complaints, investigations, and outcomes for reporting and analysis.
• Root Cause Analysis:Identify recurring issues or patterns in complaints, providing feedback and recommendations to improve processes and prevent future issues.
• Reporting:Prepare and present regular reports on complaint metrics, trends, and resolution rates to senior management.

Auditing:

• Internal Audits:Conduct regular audits of claims processes, ensuring compliance with internal policies, industry standards, and regulatory requirements.
• Compliance Monitoring:Monitor adherence to relevant laws and regulations, including the Financial Conduct Authority (FCA) guidelines.
• Risk Assessment:Identify potential risks in claims management processes and recommend corrective actions.
• Process Improvement:Work with the claims management team to implement process improvements based on audit findings and industry best practices.
• Training:Provide training and support to staff to ensure understanding and compliance with company policies and procedures.
• Audit Reporting:Prepare comprehensive audit reports, highlighting findings, risks, and recommendations for management review.

Key Skills and Qualifications:

• Experience:Proven experience in complaint handling and auditing within the claims management, insurance or financial services sector.
• Knowledge:Strong understanding of claims management processes, industry standards, and regulatory requirements (e.g., FCA regulations).
• Analytical Skills:Excellent analytical and problem-solving skills with the ability to conduct thorough investigations and audits.
• Communication:Outstanding verbal and written communication skills, with the ability to handle sensitive issues with professionalism and empathy.
• Attention to Detail:High level of attention to detail, ensuring accuracy in documentation and reporting.
• Organisational Skills:Strong organisational and time-management skills, capable of handling multiple tasks and meeting deadlines.
• IT Proficiency:Proficiency in using relevant software and systems for managing complaints and conducting audits.
• Ethical Standards: A high degree of integrity and commitment to ethical practices in handling confidential information.
• This is an office-based role in central Manchester
• Day off for your birthday plus a gift
• Free access to wellbeing and mental health support through Health Assured’s Employee Assistance Programme including free counselling, financial advice, and legal advice
• Access to retail, travel, and hospitality discounts
• Company social events all paid for
• Your child’s first day of school off work
• Dress down Friday every week
• No bank holiday working
• Employee of the Month Scheme
• Long service bonus
• Extra holidays given for 100% attendance.

Job Type: Full-time

Pay: £27,500.00-£32,000.00 per year

• Company events

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday 9am - 5pm

Experience:

• Complaint handling: 2 years (required)

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Legal Services

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