Complaints Handler - Borehamwood, United Kingdom - Pinnacle Pet Group

Pinnacle Pet Group
Pinnacle Pet Group
Verified Company
Borehamwood, United Kingdom

5 days ago

Tom O´Connor

Posted by:

Tom O´Connor

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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 ensurecorrections 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 Word

Desirable

  • Previous experience within a complaints handling role
  • Finance or Insurance industry experience

Job Types:
Full-time, Permanent


Salary:
£20,000.00-£25,000.00 per year


Benefits:


  • Casual dress
  • Company pension
  • Life insurance
  • Onsite parking
  • Private medical insurance

Schedule:

  • Day shift
  • Monday to Friday
  • No weekends

Ability to commute/relocate:

  • Barnet Way Borehamwood, WD6 2XX: reliably commute or plan to relocate before starting work (required)

Licence/Certification:

  • Right to Work in the UK (required)

Work Location:
One location


Reference ID:
Complaints Handler
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