- Conducting thorough investigations into the facts of all complaints and correspondence in order to ensure the right outcome is reached
- Ensuring all complaints are resolved in adherence with the correct Company procedures and policies and within the defined SLAs
- Responsible for ensuring that a proactive approach to resolving all external customer and client complaints is taken across the business.
- Investigating complaints and responding with fair, 'outcome-based' resolutions.
- To prepare evidence, submit regular reports and dealing with information as required.
- Working within set client guidelines
- Promoting continuous improvement to procedures and processes in immediate areas of work in order to improve client and customer experience
- Assisting in the analysis of the causes of complaints looking to identify trends and working with the Management team to implement solutions
- Taking minutes, drafting complex response letters and managing all casework
- Supporting the litigation process by preparing case files, drafting correspondence (as required)
- Liaising with all internal departments to improve KPIs
- Delivering against agreed targets within the team and individually
- Attending training to develop relevant knowledge, technique and skills.
- Dealing with all written correspondence such as enquires, welfare and broken arrangements
- To assist with other duties when required
- Prior experience handling the complaints process or a similarly complex process is essential
- A level of Project Management experience is desirable, but not essential
- Confident and professional communication skills
- Ability to deal with vast paced and varying situations
- Ability to work well to deadlines and to your own initiative
- Excellent knowledge of MS office packages
- Results orientated with a positive outlook
- Reliable and organised
- Monday - Friday – 09:00 – 17:00
- Bespoke training plan
- Friendly working environment
- Extensive progression and development opportunities
- Regular team building events.
- Company benefits package.
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