Complaints Advisor

This is a very exciting opportunity to join a well established business with plenty of opportunities to build on your skills & your career! This business truly put the needs of their customers first, that’s why we need people who naturally love working with customers, putting smiles on faces and can finding the best resolution for the customer.

Your role is to resolve customer complaints at the first point of contact received from the customer by completing prompt, high quality investigations  in order to ensure that an appropriate decision is reached.

Salary: £32,212 & Benefits, this will also be a fully remote role, working from home.
Hours: Monday - Friday 9am - 5:30pm 

Duties:

• Actively manage customer complaints 
• Improve the overall customer relationship, making customers aware of the organisation’s complaints procedures
• Acknowledge and resolve complaints systematically and fairly and within set time limits as defined by Financial Conduct Authority both via telephone and letter
• Investigate the root cause of any complaints, gathering information from relevant teams or stakeholders
• Ensure compliance with legal requirements, industry regulations, organisational policies and professional codes
• Respond to Client Escalation and High Priority Complaints in a sensitive and timely manner
• Review and assess complaints referred from Financial Ombudsman Service or any other Alternative Dispute Resolution

Experience:

• A positive attitude towards work
• Forward thinking and channels energy to improve performance
• ESSENTIAL - Complaints experience in Insurance 
• Experience handling complaints in a Mobile phone industry would be advantageous 
• You must have exceptional writing and communication skills
• Can confidently manage assigned workload unsupervised.
• Able to prioritise workloads and meet deadlines and targets; be organised and methodical
• Respect for customer and business confidentiality; trustworthy and reliable.