Household Complaints Handler

Ageas; Eastleigh; Hybrid; GBP 24,000 - 34,000; Part time

Job summary

A leading insurance provider in the UK is seeking a Complaints Handler to join their Customer Complaints team. In this role, you will manage and resolve customer complaints while ensuring high levels of service. Candidates should have strong knowledge of insurance products and complaint regulation, along with excellent communication skills. The position offers part-time, full-time, and job-share options along with a range of employee benefits, including annual bonuses and flexible working arrangements.

Benefits

Annual Bonus Schemes

Flexible Working

Health Cash Plan

Minimum of 35 days holiday

Qualifications

• Must be currently in Household claims department.
• Strong understanding of complaint regulation and insurance products.
• Excellent verbal and written communication skills.

Responsibilities

• Ensure right outcomes by handling complaints effectively.
• Follow complaint handling processes and regulations.
• Maintain advanced customer-focused approach towards dispute resolution.

Skills

Insurance products knowledge

Complaint regulation understanding

Strong communication skills

Proficiency in Microsoft Office

Analytical skills

Problem-solving skills

Job description

Job Title: Complaints Handler– Household x2

Contract Type: Permanent, Part Time, Full Time, Job Share option available

Salary Range: £24,640 - £33,720

Location: Hybrid, Flexible

Closing Date for applications: Wednesday 31st December

Work Level: WL2

Hiring manager: Zoe Backhouse

Complaints Handler– Household: Are you passionate about delivering exceptional customer service and ensuring fair outcomes? Ageas is looking for a dedicated Customer Complaints Handler to join our newly developed Complaints team. Reporting directly to a Team Leader, you will play a key role in managing and resolving customer complaints with the highest level of service and professionalism.

In this role, you will act as the voice of the customer, ensuring every complaint is handled fairly. You will proactively manage complaints, working with various contacts and stakeholders to achieve thorough resolutions. Additionally, you will maintain system accuracy in both claims and complaint systems to ensure high-quality management information and accurate root cause analysis.

If you thrive in a customer-focused environment and are eager to make a positive impact, we invite you to join our team and help us continue to deliver outstanding service to our customers.

Main Responsibilities

• Complaint Handling: Ensure the right outcome is achieved for our customers by handling complaints effectively.
• Adherence to Processes: Follow Household Claims processes, FCA Dispute Resolution Rules, and complaint handling Service Level Agreement.
• Customer Focus: Maintain an advanced customer-focused approach towards dispute resolution.
• Stakeholder Engagement: Maintain key stakeholder engagement to ensure thorough and considered complaint resolution.
• Customer-Centric Approach: Ensure the customer is at the heart of everything we do, understanding their needs and tailoring outcomes in line with Ageas Care.

Skills and experience

• Must be currently in Household claims department
• Strong understanding of insurance products, complaint regulation, household claims processes, and the Financial Ombudsman Service.
• Good understanding of regulatory standards, customer outcomes, risk management, and FCA regulations.
• Excellent verbal and written communication skills with customers and stakeholders.
• Proficiency in Windows Office packages (Word, Excel, Outlook, PowerPoint) and quick learning of new technology. Knowledge of household claims operational systems is beneficial.
• Ability to develop and maintain a network of contacts both internally and externally, collaborating cross-functionally.
• Strong analytical and statistical skills with lateral thinking for effective complaint resolution.
• Proactive problem-solving skills and creativity in finding solutions.
• Excellent planning, time management, and organizational skills with attention to detail.
• Ability to prioritize and manage multiple tasks without compromising quality.
• Professionalism and teamwork, leading by example and showing appropriate behaviours.
• Curiosity and ownership of performance, striving for continuous improvement.
• Theoretical insurance/legal knowledge and success in insurance exams are advantageous.
• Commitment to continual learning and development.

Benefits

At Ageas we offer a wide range of benefits to support you and your family inside and outside of work, which helped us achieve, Top Employer status in the UK.

Flexible Working

Smart Working @ Ageasgives employees flexibility around location (as long as it’s within the UK) and, for many of our roles, flexibility within the working day to manage other commitments, such as school drop offs etc. We also offer all our vacancies part-time/job-shares. We also offer a minimum of 35 days holiday (inc. bank holidays) and you can buy and sell days.

Supporting your Health

Dental Insurance Health Cash Plan, Health Screening, Will Writing, Voluntary Critical Illness, Mental Health First Aiders, Well Being Activities – Mindfulness.

Supporting your Wealth

Annual Bonus Schemes, Annual Salary Reviews, Competitive Pension, Employee Savings, Employee Loans.

Supporting you at Work

Well-being activities, mindfulness sessions, Sports and Social Club events and more.

Supporting you and your Family

Maternity/pregnant parent/primary adopter entitlement of 16 weeks at full pay and paternity/non-pregnant parent/co-adopter at 8 weeks’ full pay.

Benefits for Them

Partner Life Assurance and Critical Illness cover.

Get some Tech

Deals on various gadgets including Wearables, Tablets and Laptops.

Getting around

Car Salary Exchange, Cycle Scheme, Vehicle Breakdown Cover.

Supporting you back to work

Returnto work programme after maternity leave.

About Ageas

We are one of the largest car and home insurers in the UK. Our People help Ageas to be a thriving, creative and innovative place to work. We show this in the service we provide to over four million customers.

As an inclusive employer, we encourage anyone to apply. We’re a signatory of Race at Work Charter and Women in Finance Charter, member of iCAN and GAIN .As a Disability Confident Leader,we are committed to ensuring our recruitment processes are fully inclusive. That means if you are applying for a job with us, you will have fair access to support and adjustments throughout your recruitment experience. If the list does not cover the support you need, please contact our Recruitment Team to discuss how they can help. We also guarantee an interview for applicants with a disability who meet the minimum criteria for the role. For more information, please see Ageas Everyone .

We have a zero-tolerance approach towards any form of harassment during the recruitment process, ensuring that everyone is treated with respect and professionalism.

Our aim is to have great people everywhere in our business and we’re always looking for outstanding people to join us. Most roles across Ageas allow a proportion of your time to be spent working from home and we’re open to discussing flexible working, including full-time, part-time or job share arrangements. To find out more about Ageas, see About Us .

Want to be part of a Winning Team? Come and join Ageas.

Click on the ‘Apply button’ to be considered.

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