Technical Complaints Handler

ARAG Legal Services UK; West of England; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

26 days holiday

Pension up to 10% employer match

Buy up to 5 days leave

Employee Reward and Incentive Scheme

Progressive career pathway

Sports and Social club

Group Income Protection

Group Legal Protection

European Motor and Home Emergency

Health Cash plan

Cycle to Work scheme

Employee discounts hub

Job summary

ARAG UK in Bristol is seeking a Technical Complaints Handler to support our three-day complaints service for customers and business partners. You will manage a caseload, escalate where needed, and help drive responsive resolutions within regulatory requirements.

We value clear communication, fair outcomes, and a strong customer focus. The role offers opportunities to coach others and contribute to continuous improvement across the claims function.

Qualifications

• Experience applying FCA complaint handling rules.
• Strong investigative and communication skills.

Responsibilities

• Manage a caseload of three-day complaints from customers, business partners and solicitors, following escalation and resolution processes.
• 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 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.
• Meet regulatory requirements for complaints handling.

Skills

Complaint handling experience

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.

About You

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 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

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