Job Title: Complaints HandlerReports To: Operations ManagerLocation: Hybrid (London Based Office)Pay Point: Rank 7 (£30,970 to £32,500) plus 6.0% employer pension contribution and standard benefits.
Context
In this role, you will handle incoming complaints and process them through our systems. You will present a professional persona to our customers and use your investigation, problem-solving, and communication skills to manage and resolve complaints effectively. You will ensure complainants are kept informed throughout the process, with outcomes delivered in line with regulatory timeframes and company standards.
Key Responsibilities
1. Handle initial receipt and acknowledgment of complaints.
2. Provide regular updates to complainants on the status of their complaints.
3. Collect relevant facts and details, review information against policy terms, and identify possible handling/service errors.
4. Communicate with complainants by telephone and in writing, delivering timely updates and maintaining high customer service standards.
5. Maintain accurate records of complaints, investigations, communications, and resolutions.
6. Manage multiple cases and work to challenging timescales, keeping the operations manager informed.
7. Work with multiple stakeholders to reach fair outcomes.
8. Calculate redress and...