Technical Complaints Handler

Das Group; West of England; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

26 days holiday + bank holidays + My/“

Pension scheme (up to 10% employer)

Annual leave purchase up to 5 days

Employee rewards programme

Career development opportunities

Sports and Social club

Group Income Protection

Group Legal Protection

Health cash plan

Cycle to work scheme

Employee discounts hub

Job summary

ARAG UK in Bristol invites applications for a Technical Complaints Handler to support a three-day complaints process for customers and partners. You will manage cases, escalate where needed and help improve the claims environment.

The role requires a problem-solving approach, clear communication and a commitment to delivering great customer experience within FCA guidelines. A competitive benefits package is included.

Qualifications

• Experience handling complaints in financial services or insurance.
• Ability to conduct independent investigations and deliver fair outcomes.
• Strong communication to provide feedback and support
• Understanding FCA complaint handling rules and regulatory requirements.

Responsibilities

• Manage a caseload of three-day complaints from customers, business partners and solicitors, following the escalation and resolution process.
• Ensure every interaction with customers and colleagues is respectful and tailored to the individual.
• Support coaching of Claims Handlers to resolve 3 day complaints and improve understanding of the claims environment.
• Develop understanding of complaints handling activity across ARAG UK, recording findings and corrective actions.
• Provide follow-up contact, mainly by phone, to resolve customer complaints and feed back operational improvements.
• Meet regulatory requirements for complaints handling.

Skills

Complaint handling

Customer service

Investigation

Regulatory knowledge

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.

Key responsibilities:

• 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-solving approach, with the ability to conduct independent, thorough investigations that deliver fair customer outcomesAbility to give feedback in a constructive and supportive wayCommitment to delivering a great customer experienceAbility to balance quality and pace through effective time management

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