Customer Services

Complaints Handler

Full Time Permanent

Manchester Jobs Board

Complaints Handler

Salary: £21,000-£25,000 (depending on experience)

Hours: Monday to Friday 9 am-5 pm

Location: Manchester – Hybrid Working, 3 days from home, 2 days office based

About the company:

The company is an innovative and entrepreneurial group of companies specialising in Motor Insurance Services. This is an excellent opportunity for a career with an investor in the People Gold Champion organisation. As a Complaints Handler, you will manage the complaints process by taking ownership of individual cases and resolving these satisfactorily and by FCA and TCF principles.

Your main duties will be to:

Manage own caseload, ensuring all complaints are handled within required deadlines and FCA requirements, from receipt to conclusion whilst ensuring a fair and clear outcome is reached following TCF principles.
For each complaint, establish telephone contact with customers to gain a full understanding of their complaint to progress to a fair outcome as quickly as possible. In addition, you will make follow-up contact to discuss the outcome reached.
Contact internal and external parties for relevant information required to investigate and close the complaint.
Ensure the complaints database is updated and that information held is accurate.
Ensure that all complaints are handled with the highest possible standard of customer care.
Assist with TCF feedback and provide recommendations for improvement.
Keep up to date with regulatory and legislative changes, with particular attention to FOS decision-making and outcomes.
Keep up to date with organisational changes to policies and processes.
Know, understand and apply the principles of TCF, and report any potential area of risk to your line manager.

The successful candidate will have the following experience/skills:

Complaint's experience
Motor insurance background is desirable.
High standard of written and telephone communication skills with the ability to communicate effectively at all levels.
Demonstrates good organisation and time management skills.
What's on offer

25 days annual leave – plus bank holidays!
5% pension contribution scheme
Healthcare benefits
Life assurance
Discounts on over 250 big retail brands

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