Technical Complaints Handler

ARAG plc; Caerphilly; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

26 days holiday

Pension scheme (employer match)

Employee Reward and Incentive Scheme

Income protection

Legal protection

Health cash plan

Cycle scheme (salary sacrifice)

Employee discounts hub

Job summary

ARAG UK in Bristol is seeking a Technical Complaints Handler to support a three-day complaint process for customers and partners. You will manage a caseload and ensure respectful interactions while applying FCA rules.

You will coach junior claims staff, report findings, and help drive improvements across the complaints function, while meeting regulatory requirements and providing follow-up calls to resolve issues.

Qualifications

• Experience handling complaints in financial services.
• Ability to conduct independent investigations delivering fair customer outcomes.
• Confident communicator with experience applying FCA complaint handling rules.
• Ability to balance quality and pace through effective time management.

Responsibilities

• Manage a caseload of three-day complaints from customers, business partners and solicitors.
• Ensure every interaction with customers and colleagues is respectful and tailored to the individual.
• Support the coaching of Claims Handlers in their development to resolve 3 day complaints and their general understanding of the claims environment.
• Develop an understanding of complaints handling activity across ARAG UK, recording and reporting findings and corrective actions through the appropriate channels.
• Provide follow-up contact, mainly by phone, to help resolve customer complaints while sharing feedback with the claims function on operational improvements and training needs.
• Meet regulatory requirements for complaints handling.

Skills

Complaints handling

Customer service

Regulatory knowledge

Investigations

Job description

ARAG UK has an excellent opportunity for a Technical Complaints Handler to join our Bristol office. This role offers the chance to support our commitment to Access to Justice as part of the UK's largest Legal Expenses insurer. The successful candidate will help deliver a responsive three-day complaint handling service for customers and business partners.

• Manage a caseload of three-day complaints from customers, business partners and solicitors, following the appropriate escalation and resolution process.
• Ensure every interaction with customers and colleagues is respectful and tailored to the individual.
• Support the coaching of Claims Handlers in their development to resolve 3 day complaints and their general understanding of the claims environment
• Develop an understanding of complaints handling activity across ARAG UK, recording and reporting findings and corrective actions through the appropriate channels.
• Provide follow-up contact, mainly by phone, to help resolve customer complaints while sharing feedback with the claims function on operational improvements and training needs.
• Meet regulatory requirements for complaints handling.

We're looking for candidates with complaints experience in the financial services industry. You'll be a confident communicator with experience applying FCA complaint handling rules.

Knowledge or experience required:

• A problem-soling approach, with the ability to conduct independent, thorough investigations that deliver fair customer outcomes
• Ability to give feedback in a constructive and supportive way
• Commitment to delivering a great customer experience
• Ability to balance quality and pace through effective time management

ARAG UK has been helping businesses and individuals gain access to justice for over 40 years. It's our founding principle to enable everybody, not just those who can afford it, to assert their legal rights.

Thousands of businesses and individuals defend or pursue legal action each year safe in the knowledge that ARAG are paying their legal bills. Our businesses include a legal expenses insurance company and a law firm with many opportunities in both areas. We have always been aware that it's the people that really make it happen; the quality of our people defines the quality of the company, the service we offer and the good outcomes for our customers, so we're committed to creating a great place to work for our employees. We believe it is an exciting time to join ARAG. You can expect an organisation that will challenge and develop you to progress your career. By giving you every opportunity to develop yourself professionally and personally, we also pride ourselves on having an open, inclusive and high energy culture that encourages a fun working environment and places our customers at the very heart of everything we do. In addition to the very genuine development opportunities we provide we also offer a generous reward and benefits package.

We offer a range of excellent benefits designed to support you and your lifestyle including:

• 26 days holiday + bank holidays+ 'MyDay' (1 day to take at your discretion during the year)
• Contributory company pension scheme (up to 10% employer match)
• Opportunity to buy up to 5 days of annual leave every year
• Employee Reward and Incentive Scheme
• Progressive career pathway and development opportunities
• The option to join our Sports and Social club which organises discounted events such as theatre visits, sporting events and shopping trips
• Group Income Protection for all employees
• Group Legal Protection for all employees
• European Motor Assistance and Home Emergency Assistance
• Inclusion in our Health Cash plan
• Salary sacrifice benefits including Cycle scheme
• Access to our employee discounts hub offering exclusive discounts across thousands of retail partners, including discounted gym memberships at over 3,000 gyms across the UK