Complaints Handler
Job Location:
* Evesham.
Job Type:
* Full-time (Mon-Fri).
The Role:
* As a Complaints Handler you will report to the Complaints Manager and be responsible for supporting our customers in the swift resolution of complaints.
Key Activities:
1. Be proactive in communicating with customers to listen and understand the complaint from their perspective.
2. Investigate complaints, liaising with claims team colleagues as required, to fully understand the cause and appropriate resolution.
3. Prepare investigative reports and formal letters
4. Ensure complaints handling activity is fully recorded on our systems.
5. Ensure your adherence to complaints handling regulations and procedures.
6. Assist the Complaints Manager in supporting colleagues across the business in their understanding of complaints regulations and procedures.
7. Assist the Complaints Manager in learning from complaints, using route cause analysis and subsequent data to identify recurring issues.
8. Engage with our Continuous Improvement team, applying complaints learning to inform service improvements.
9. Support a culture of customer service excellence where complaints are identified and resolved quickly, and lessons learned and applied to future ...