Complaints Handler - Royal Tunbridge Wells, United Kingdom - Markerstudy

Markerstudy

Verified Company

Royal Tunbridge Wells, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Overview:
We are looking for Complaints Handlers to join our Customer Relations Team based in Tunbridge Wells or Manchester (Hybrid working)

We would love to talk to you if you have either strong Motor Claims Insurance or Complaints experience
-
FCA knowledge is vital if you have no motor insurance knowledge.

Why us?
Markerstudy Insurance Services Limited (MISL) is one of the largest Managing General Agents in the UK.

With a strong presence in the UK motor insurance market, we specialise in niche motor cover, where our solid market knowledge and experience enables us to create highly targeted products.

Responsibilities:

What you'll be doing?
You will take ownership of individual cases and resolve complaints in line with agreed standards and FCA regulations.

From this you will support the Customer Experience Team in the root cause analysis to support the business in continually improving performance.

Manage own caseload, ensuring all complaints are handled within required deadlines and FCA/FSC requirements from receipt to conclusion
For each complaint, establish telephone contact with customers to gain a full understanding of their complaint in order to progress to a fair outcome as quickly as possible. Make follow up contact to discuss the outcome reached through open and interactive communication
Identify and assess customers' needs to ensure consideration of their individual circumstances during the handling of the complaint and resolution
Contact internal and external parties for relevant information required to investigate and close the complaint
Investigate and resolve customer complaints with the highest possible standard of customer care. Ensure customer satisfaction and provide professional customer support
Maintain thorough and accurate complaint records
Identify any trends and provide feedback to the business for continuous improvement and the efficiency of customer service processes
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.
Maintain a positive, empathetic and professional attitude towards customers and colleagues at all times

Performance Indicators

Accurate recording of complaints records.
Excellent verbal and written communication with customers to drive a positive customer experience.
Meet and exceed KPIs and Quality Audit targets for phone and file audits consistently.
Meet and exceed agreed productivity targets.

What you'll need to be successful in the role?

Previous customer service experience is required, supported by knowledge of FCA and FOS regulatory guidelines
First class customer service skills and a positive approach is essential
Motor insurance background is desirable
Ability to proactively assist the customer in resolving their concerns using empathy, trust and understanding
Ability to multitask, prioritise and manage time effectively.
Complaints handled in accordance with regulatory requirements.
Adherence to FCA, TCF and DPA regulations.

What we offer in return?

A collaborative and fast paced work environment
25 days annual leave plus of Bank Holidays and the ability to buy an additional three days holiday
Health Cash Plan
A benefit scheme that offers discounts and cashback on shopping, restaurants, travel and more;
Life Assurance 4x annual salary
Hybrid working model

- from central Manchester or Tunbridge Wells office

A structured pathway to learn and develop including the opportunity to gain a highly acclaimed and recognised qualification at work.
Employee referral scheme