Customer Complaints Specialist

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

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.