Customer Complaints Handler

£23000 per annum
CCP has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business.

We have partnered with one of our valued clients within the insurance industry to recruit a complaints handler who can deal with complaints escalated from the first line and see each case through to its resolution.

This role will require:
  • Previous complaint handling experience.
  • Previous customer service experience.
  • Previous contact centre experience.
  • Someone who has skill in both written and verbal communication including phone calls emails and letters.
  • Someone who has previous experience in an FCA regulated background.
  • Someone who is an advocate for customer service excellence and will ensure to constantly deliver on this.

As well as this, you would be expected to pay attention to detail and always look to ensure a first-time resolution. When dealing with complaints, communication with the operations and the quality assurance team is essential. Understanding the root cause of complaints to then bring to the teams is extremely important.

Key Responsibilities:
  • Ensuring that all complaints are handled in a timely manner and within FCA guidelines, while maintaining a high standard of response.
  • Ensure appropriate records that are relating to all complaint activity are maintained using internal systems.
  • Understand the priority of urgent cases where required to the Senior Management Team
  • Search and find trends that are root causes of complaints making recommendations for improvement where necessary.
  • Clearly and confidently communicate decisions with sound justification.
  • To produce high quality written correspondence to customers and the Financial
Ombudsman Service (FOS) which are in line with the Quality Assurance guidelines.
  • Understand the importance of developing and maintaining industry knowledge, including regulatory and legislative changes, with particular attention to FOS outcomes.
  • To provide feedback using processes and identify areas for improvement and development.
  • To work within our regulatory framework and adhere to our Quality Assurance Programme.

Contract type: Full Time- Permanent
Position: Customer Complaint Handler
Location: Romford, Essex
Salary: £23,000
Environment: Fully based on-site

If this role is of interest or you would like more details, please contact DAN on 02089897779

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