Complaint Handler - Hertfordshire, United Kingdom - BNP Paribas

BNP Paribas

Verified Company

Hertfordshire, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

JOB SUMMARY:

The main function of this role is to assess complaints received from initial analysis and investigation through to conclusion, resolving informally where possible.

Including communication of the decision with the insured, in a timely and efficient manner whilst always bearing in mind the relevant regulatory requirements, in particular DISP, the principle of Treating Customers Fairly and the incoming Consumer Duty

KEY RESPONSIBILITIES:

Assessing and resolving to final decision customer complaints informally, where possible, and if this cannot be achieved then by written communication in a fair, professional and efficient manner, in line with current regulations.
Engaging with customers to be able to identify and respond to their needs, resolving queries by liaising with any relevant parties, both internal and external.
Promote and support the continued delivery of good customer outcomes across the business for all customers, with a flexible approach for those with characteristics of vulnerability.
To undertake individual Root Cause Analysis to ensure

-
corrections and improvements are identified.

Inputting data and completing all related paperwork accurately.
Responding to changing priorities and achieving tasks quickly and efficiently.
Assisting with general department administration, ensuring that regulatory requirements are met at all times.
Taking an active role as a team member including supporting other team members.
Promote a positive image of Pinnacle Pet Group and client companies.
Assist with the working practices in respect to complaints to meet legislative, regulatory and Company requirements.
Fulfil role requirements to ensure departmental objectives are achieved and departmental risks (including regulatory and reputational breaches) are avoided.
Proactively monitoring and maintaining own workloads to help ensure no company, client or regulatory standards are breached.
To achieve reasonable individual performance targets.
Responding to changing priorities and ensuring tasks are completed quickly and efficiently.
Maintaining an acceptable level of attendance, punctuality and general timekeeping, acting as a role model to colleagues.
Demonstrating a flexible and positive approach to changing requirements of the workplace.
Ensuring that all company procedures are followed.
Following company regulations on Health and Safety and assisting in maintaining a safe and tidy working environment.
Other Ad-Hoc duties as delegated by Senior managers from time to time.

KEY SKILLS:

Proficient Operational approach
The ability to develop positive relationships with our customers
Ability to investigate/understand cross departmental processes/actions
Ability to question 'why'
PERSON SPECIFICATION:

Required Skills and Work Experience;
Essential

Previous customer service experience
Sound experience working towards performance targets
Excellent telephone manner
Previous letter writing experience
The ability to communicate effectively
An Intermediate level Excel and WordDesirable
Previous experience within a complaints handling role
Finance or Insurance industry experience
About us

Pinnacle Pet UK is a Top 5 UK Pet insurer with a clear ambition to be the leading Pet healthcare and insurance services partner in the UK.

We are part of the Pinnacle Pet Group (PPG) - a pan European fully integrated pet insurance and health services platform which was set up as a joint venture between JAB Holding Company and BNP Paribas Cardif.

PPG's ambition is to create the leading pet insurance and health services platform globally.

Over the last two years, through the success of our partnership strategy, which includes Sainsbury's Bank, PDSA and Post Office, we've doubled the size of our business.

We have ambitious growth plans through UK and European partnerships, and own brand and a clear vision for the development of our customer and partner proposition.

Not only do we have big ambitions for innovation, customer experience and growth, we also pride ourselves on being a great place to work.

We are an equal opportunities employer, committed to eliminating discrimination in the workplace and to promoting equal opportunities for all staff.

We are proud of our diversity, which is one of our core strengths. We want all of our people to thrive in an environment where bringing a different perspective is welcomed. We reflect the broad diversity of the customers we serve and we embrace an inclusive working environment.

If you want to work as part of a team, building and delivering something exceptional which will make a difference to pet owners and their pets and if you want to have fun in the process, we would love to hear from you.

PRIMARY LOCATION

GB-ENG-Hertfordshire

JOB TYPE

Standard / Permanent

JOB

SALES DEVELOPMENT

EDUCATION LEVEL

Not indicated

EXPERIENCE LEVEL

Not Indicated

SCHEDULE
**Full-t