Complaints Manager

Prospections (International) Limited; United Kingdom; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A growing Insurance Group in the UK is looking for a Complaints Manager to manage customer complaints with high professionalism. You'll be instrumental in conducting investigations and resolving issues while ensuring compliance. The role offers a hybrid work model, fostering a flexible approach that suits various lifestyles. Candidates should have extensive experience in customer relations within the Insurance industry and a solid understanding of regulatory requirements.

Qualifications

• Demonstrable experience in a Complaints or Customer Relations role within the Insurance industry.
• Exceptional attention to detail and strong analytical skills for investigations.
• Solid knowledge of regulatory requirements, including FCA guidelines.

Responsibilities

• Manage the end-to-end complaints process and ensure compliance with standards.
• Conduct thorough investigations and deliver fair resolutions.
• Monitor complaint trends and implement proactive measures.

Skills

Attention to detail

Analytical skills

Communication abilities

Interpersonal skills

Empathy

Job description

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).

LNKD1_UKTJ