Senior Complaints Specialist – Customer Outcomes

Awp Assistance Uk Ltd; England; On-site; GBP 24,000 - 36,000; Full time

Benefits offered by this job

Career development

Work Well program

International mobility

Job summary

Allianz Partners is seeking a dedicated Customer Services & Claims professional to manage regulated complaints by telephone and email. You will own cases end-to-end, ensuring timely responses, thorough investigations, and high-quality outcomes in line with FCA DISP and Consumer Duty standards.

You will maintain meticulous records in our complaint system, collaborate with stakeholders, and draft clear customer communications while meeting SLAs.

Qualifications

• Experience handling regulated customer complaints in insurance/financial services.
• Familiarity with FCA DISP and Consumer Duty requirements is advantageous.
• Proficiency in professional telephone handling and written communication.

Responsibilities

• Handle customer complaints via telephone and email with professionalism and empathy.
• Own complaint casework from receipt to resolution, ensuring timely responses and fair outcomes.
• Maintain accurate records in the complaint management system and comply with regulatory timescales and SLAs.
• Prepare customer-facing communications including acknowledgements, updates, and Final Response Letters.
• Identify trends and escalate complex issues with recommendations to management.
• Adhere to DISP and Consumer Duty obligations and work within AI-enabled environments.

Skills

Customer service

Complaint handling

Regulatory knowledge

Communication skills

Attention to detail

MS Office

CRM systems

Problem solving

Independent work

Teamwork

Tools

CRM systems

Case management software

Microsoft Office

Job description

Allianz Partners is seeking a dedicated Customer Services & Claims professional to manage regulated complaints by telephone and email. You will own cases end-to-end, ensuring timely responses, thorough investigations, and high-quality outcomes in line with FCA DISP and Consumer Duty standards.

You will maintain meticulous records in our complaint system, collaborate with stakeholders, and draft clear customer communications while meeting SLAs.