Complaints Handler - Borehamwood, United Kingdom - Cloud 9 Employment Ltd.

Cloud 9 Employment Ltd.

Verified Company

Borehamwood, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Complaints Handler - Permanent -Hybrid - Borehamwood 24k
We a recruiting for a Claims Handler for our Pet Insurance company based in Borehamwood.

The main function of the 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

The basics:

Salary: £24,000
Hybrid
Monday in the office and the rest working from home 9;30am5;30pm.
Free Onsite parking
Private Health Care
24 Days holiday (plus your birthday off)
Company Sick Pay Scheme
Eye Test Vouchers
Great company ethos and friendly people

The 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.
Assisting with general department administration, ensuring that regulatory requirements are met at all times.
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.
Fulfil role requirements to ensure departmental objectives are achieved and departmental risks (including regulatory and reputational breaches) are avoided.

The skills needed:

GCSE's passes A-C or equivalent, including Maths and English
Previous customer service experience
Microsoft Word and Excel (Basic Level)
Previous letter writing experience.
Proficient Operational approach
The ability to develop positive relationships with our customers.
Ability to investigate/understand cross departmental processes/actions.
Ability to question 'why'

Desirables:

Finance or Insurance industry experience, ideally Sales background
Previous experience within a complaints handling role

Cloud 9 prides itself to partner with places of work that encourage diversity, equality, and inclusion

Job Types:
Full-time, Permanent

Salary:
£24,000.00 per year

Benefits: