Complaints Handler - Bristol, United Kingdom - Resolve Recruitment Services

Resolve Recruitment Services

Verified Company

Bristol, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Complaints Handler, Bristol

Resolve Recruitment are working with an innovative and highly successful legal insurance organisation working in partnership with brokers, insurers, and solicitors.

Due to continued growth, they seek an experienced Complaints Handler to join their busy team in Bristol to be responsible for responding to all escalated customer complaints (from the insured) arising from the contract of insurance and related products they offer.

The role;

Liaise with all parties connected to the complaint and ensure issues are addressed and remedied in accordance with the Company's FCA commitments and ethos of customer service
Maintain and review relevant statistics and information to identify areas for improvement and training needs for the wider Claims team
Provide a timely, professional, and highquality service to our insured, often at a time of crisis in their lives
Investigate and assess all customer complaints, identifying the most costefficient and appropriate remedy without conflict to FSA commitments
Ensure accurate records are kept of the complaint to aid with audits or escalated matters
Plan & prioritise your own workload to ensure you meet company and FSA deadlines
Carry out all tasks in line with stipulated processes, procedures & authority limits
Assume responsibility for quality control and compliance on own caseload, including accuracy and timeliness of record keeping, file management and management reporting and information
Handle confidential information in line with data protection and ISO rules
Work effectively with all stakeholders to the complaint (including solicitors, suppliers, brokers, and underwriters) to ensure complaints are processed without undue delay
Maintain ongoing contact with the insured throughout the process to report on progress
Take responsibility for your own learning needs and work closely with colleagues and to progress your knowledge & skill base
Help train up, mentor, and support newer or more junior roles, but without direct line management responsibility
Take part in adhoc projects and assist with the claim's team Learning and Development plans
Assist with/conducts audits of external law firms to ensure their adherence to company service standards

The person;
Essential

Two or more years relevant experience, including complaint handling experience
A good level of education (min. 5 GCSE Grade C+)
Excellent attention to detail and organisation skills
Good numeracy & literacy skills
Exceptional communication skills with the confidence and ability to handle difficult and/or concerned customers
Genuine desire to learn and challenge yourself

Desirable

Knowledge and experience of the Insurance sector (particularly Legal Expenses Insurance) would be ideal
CII qualified or working towards
Law Degree or equivalent

The rewards;

Competitive basic salary of up to £29,000 p/a depending on experience
Monday to Friday 35 hours per week with the option to flex around 09:0017:00 and all flexible / parttime working options considered
Work from home up to 3 days per week
Minimum of 26 days annual leave plus bank holidays, with the option of buying an additional 5 days and carrying over
7% Employer contributions in return for 2% Employee
Free Legal Expenses Insurance and Motor Breakdown Cover
Health Cash Plan
Gym subsidy worth up to £25 pcm
Cycle scheme and interest free commuter loans
Company Sick Pay and enhanced Parental Leave
Free coffee, tea, squash, and biscuits
Free company events and socials
Learning expenses and time for study and exams
Additional excellent benefits
Ongoing support and career progression

For more information on this exciting and rewarding Complaints Handler career, please
APPLY BELOW

Key:
Complaints Handler, Complaints Advisor, Customer Relations, Customer Service, Insurance, Bristol, BS8

IND1

Job Types:
Full-time, Permanent

Salary:
£25,000.00-£29,000.00 per year

Benefits: