Complaints Manager

Employment Specialists Ltd; Norwich; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

An innovative Insurance Group in Norwich seeks a Complaints Manager to lead the resolution of customer complaints while improving experiences across its operations. The ideal candidate boasts experience in complaints handling within the Insurance industry, strong analytical skills, and a drive for excellence. This role offers the flexibility of hybrid working, requiring three days in the office, and provides an opportunity to impact customer satisfaction significantly.

Benefits

Flexible work options

Professional development opportunities

Qualifications

• Demonstrable experience in a Complaints or Customer Relations role within the Insurance industry.
• Exceptional attention to detail and strong analytical skills.
• Outstanding communication and interpersonal abilities.
• Solid knowledge of regulatory requirements in the Insurance sector.
• Ability to thrive in a fast-paced environment.

Responsibilities

• Manage the end-to-end complaints process, ensuring compliance with standards.
• Conduct thorough investigations and deliver fair resolutions.
• Collaborate with internal teams to improve processes.
• Monitor complaint trends and implement proactive measures.
• Act as an escalation point for complex cases.

Skills

Complaints handling

Customer relations

Analytical skills

Communication skills

Regulatory knowledge

Job description

Complaints Manager

Are you ready to make a meaningful impact on customer experience within a growing and innovative Insurance Group? Our expanding Client has created an exciting new role of Complaints Manager within their Central Assurance Department.

Why This Role is for You:

• Diverse Involvement: Support all Group Companies, managing a variety of cases across multiple operations
• Industry Expertise: Use your background in complaints or customer relations within the Insurance industry to drive this critical business function forward
• Make a Difference: Shape and continuously improve customer experiences, with your contributions valued and recognised
• Flexible Work Options: Choose between hybrid or office-based working to suit your lifestyle

Your Key Responsibilities as Complaints Manager:
As Complaints Manager, you'll take the lead in handling and resolving customer complaints, ensuring the highest standards of professionalism and integrity.

Your role will involve:

• Managing the end-to-end complaints process, ensuring compliance with regulatory standards and company policies
• Conducting thorough investigations, gathering evidence, and delivering fair, informed resolutions
• Collaborating with internal teams to identify and address root causes, driving meaningful improvements in processes and outcomes
• Monitoring complaint trends, delivering actionable insights, and implementing proactive measures to enhance satisfaction
• Acting as an escalation point for complex or high-priority cases, resolving issues with empathy and professionalism

What You'll Bring to the Complaints Manager Role:

• Demonstrable experience in a Complaints or Customer Relations role within the Insurance industry
• Exceptional attention to detail and strong analytical skills, enabling effective investigations and resolutions
• Outstanding communication and interpersonal abilities, with the capacity to empathise and manage sensitive situations
• Solid knowledge of regulatory requirements in the Insurance sector, including FCA guidelines
• The ability to thrive in a fast-paced environment, managing multiple priorities under pressure

This is your opportunity to take ownership of a key role within a forward-thinking organisation. If you're passionate about delivering excellence and improving customer outcomes, we'd love to hear from you!

You will be required to be in the office for this role with a 3/2 hybrid option (3 in the office).