Complaints Handler (m/f/d)

Allianz Partners; Croydon; On-site; GBP 32,000 - 45,000; Full time

Job summary

Allianz Partners in the United Kingdom is seeking a Customer Services & Claims professional to manage and resolve customer complaints across telephone and email channels, delivering outcomes aligned with regulatory expectations.

You will own cases end-to-end, document thoroughly, and collaborate with stakeholders, while operating in an environment shaped by AI and data analytics to drive service improvements.

Qualifications

• Experience in customer service, complaints handling with a track record of outcomes.
• Experience handling regulated complaints, ideally in insurance or financial services.
• Excellent communication, professional telephone handling and strong letter-writing.
• Strong attention to detail, able to manage multiple cases and deadlines.
• Proficiency in Microsoft Office and experience with case management systems.
• Knowledge of FCA regulations, DISP and Consumer Duty is advantageous.

Responsibilities

• Handle customer complaints via telephone and email, professional, empathetic, outcome-focused.
• Take ownership from receipt to resolution, ensure timely responses and fair outcomes.
• Maintain accurate records in the complaint management system, complying with FCA timelines and SLAs.
• Prepare customer communications, including acknowledgements, updates and Final Response Letters.
• Balance workload across multiple cases to meet productivity, quality, KPI and SLA targets.
• Identify trends and opportunities for service improvement, escalate complex cases with recommendations.
• Adhere to DISP and Consumer Duty requirements and Allianz governance standards.
• Work with AI, data analytics and cloud-based tools, using insights with data governance and security standards.

Skills

Customer service

Complaints handling

Communication

Attention to detail

Organizational skills

CRM systems

Tools

CRM software

Case management systems

Microsoft Office

Job description

Your Responsibilities

Through this role you will have the following responsibilities:

• Handle customer complaints received via telephone and email, managing difficult conversations professionally, empathetically, and with a strong focus on customer outcomes.
• Take ownership of complaint casework from receipt to resolution, ensuring timely responses, thorough investigation of root causes, collaboration with relevant stakeholders, and fair, high-quality complaint outcomes.
• Maintain accurate and comprehensive records within the complaint management system, ensuring compliance with regulatory requirements, internal procedures, FCA timescales, and department SLAs.
• Prepare customer-facing communications, including complaint acknowledgements, updates, and Final Response Letters, ensuring clarity, accuracy, and professionalism in all written correspondence.
• Manage workload effectively, balancing multiple cases and priorities while achieving individual productivity, quality, KPI, and SLA targets established by the department.
• Identify trends, recurring issues, and opportunities for service improvement, escalating risks or complex cases to management with clear recommendations where appropriate.
• Adhere to all applicable regulatory requirements, including DISP and Consumer Duty obligations, while ensuring complaint handling activities are conducted in line with Allianz standards and governance expectations.
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

Your Responsibilities

Through this role you will have the following responsibilities:

• Handle customer complaints received via telephone and email, managing difficult conversations professionally, empathetically, and with a strong focus on customer outcomes.
• Take ownership of complaint casework from receipt to resolution, ensuring timely responses, thorough investigation of root causes, collaboration with relevant stakeholders, and fair, high-quality complaint outcomes.
• Maintain accurate and comprehensive records within the complaint management system, ensuring compliance with regulatory requirements, internal procedures, FCA timescales, and department SLAs.
• Prepare customer-facing communications, including complaint acknowledgements, updates, and Final Response Letters, ensuring clarity, accuracy, and professionalism in all written correspondence.
• Manage workload effectively, balancing multiple cases and priorities while achieving individual productivity, quality, KPI, and SLA targets established by the department.
• Identify trends, recurring issues, and opportunities for service improvement, escalating risks or complex cases to management with clear recommendations where appropriate.
• Adhere to all applicable regulatory requirements, including DISP and Consumer Duty obligations, while ensuring complaint handling activities are conducted in line with Allianz standards and governance expectations.
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

What You Bring

• Previous experience in a customer service, complaints handling, customer relations, or customer resolution role, with a proven track record of delivering excellent customer outcomes.
• Experience handling regulated customer complaints, ideally within insurance, financial services, assistance, or other regulated industries.
• Excellent communication skills, including professional telephone handling, strong letter-writing abilities, and the confidence to manage challenging conversations with customers.
• Strong attention to detail, organizational skills, and the ability to manage multiple cases while maintaining accuracy and meeting deadlines.
• Proficiency in Microsoft Office applications and experience working with case management, CRM, or complaint management systems.
• Strong problem-solving and decision-making skills, with the ability to work independently as well as collaboratively within a team environment.
• Self-motivated, adaptable, and resilient, with the ability to perform effectively in a fast-paced environment and under strict service timelines.
• Good understanding of FCA regulations, DISP requirements, and Consumer Duty principles is advantageous.
• Insurance, assistance, or financial services experience would be considered a strong advantage.
• Good understanding of AI frameworks and the ability to utilize AI tools in everyday tasks. Interest in supporting clients in adopting AI for successful business transformation.

How We Hire

We hire directly. Allianz Partners does not accept unsolicited CVs or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submissions will not be considered.

What We Offer

Our employees play an integral part in our success as a business.

We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

105405 | Customer Services & Claims | Professional | Allianz Partners | Full-Time | Permanent

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Great to have you on board. Let's care for tomorrow.