Complaints Resolution Officer - Bristol, United Kingdom - Candid

Candid

Verified Company

Bristol, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Complaints Resolution Officer

Location:
Aztec West, Bristol, UK

Hours: 37.5 hours per week

The Company
Candid Insurance Services (Candid) is an insuretech business based in Bristol. Part of a rapidly expanding pan European group with offices in Frankfurt, Berlin, Paris, Amsterdam, and Zurich. Collectively, the group has sales of over £100M in the UK and European territories. Candid operates several bespoke web assets focused on the provision of insurance services to UK mothers and fathers.

Candid's goal is to provide a service whereby all mothers and fathers can protect their family in the event of illness, injury, or death.

With an aggressive growth strategy, Candid plans to revolutionise the UK Protection market by enhancing products and services through further acquisition in combination with pinpoint vision.

The Opportunity

As Complaints Resolution Officer, you will be providing the highest level of customer service to our clients and third party relations.

The role requires versatility, attention to detail, and excellent oral and written communication skills to aid in the resolution of complaints within a regulated environment.

You will be supporting all Candid business units within the required service level agreements.

Responsibilities

Providing the highest standard of customer service adhering to Treating Customers Fairly principles and working to FCA guidelines
To advocate and ensure 'good outcomes'
Liaising with the Head of Compliance & Senior Compliance Associate with investigations & root cause analysis
Create, maintain, and develop open and productive relationships with relevant internal business units and external third parties as appropriate
Acknowledge complaints within regulatory deadline requirements, complete and maintain logs of all complaints registers
Ability to identify and differentiating between reportable and nonreportable complaints.
Complete complaint investigations thoroughly researching databases, files, records and meeting with relevant staff in order to produce a detailed report of the events and actions leading up to the complaint
Delivering compensation requests to Head of Compliance when necessary and in line with redress guidelines. Logging any exgratia/manual payment requests.
Using strong written skills to effectively communicate the handling of complaints to complainants. Ensure that all letters are generated in accordance with TCF and FCA regulations, providing FOS referral details where appropriate
Identifying and highlighting opportunities to reduce complaint volumes
Accurate assessment and mitigation of complaint financial exposure
Adherence to company and regulatory policy and procedures
Keeping up to date with regulatory and legislative changes, with particular attention to FOS decisionmaking and outcomes
Able to report on complaints MI data, spot trends and offer ideas for continuous improvement

Essential Skills and Experience