Complaints Handler - FTC
Department: Claims Management
Employment Type: Fixed Term - Full Time
Location: Preston
Description
Complaints Handler - 12 Months FTC Maternity Cover
Location: Preston
Position: 12 months Fixed Term
Hours: 37.5 hours per week Monday – Friday (rotational shift 08:00am, 08:30am or 9:00am starts with occasional Saturdays when required, day in lieu given current week)
Provisional start date - 28th of April 2025
The Davies Group are currently seeking a customer-focused and organised individual to join our team on a 12-month fixed-term contract to cover maternity leave. You will act as the central point of contact for internal and external customers in the resolution of reportable complaints, and attempt to resolve any expressions of dissatisfaction using the appropriate solutions.
What will your day look like:
* Acknowledging and investigating new complaints (Tier 1); introducing yourself to the customer/policyholder, and letting them know you are now personally managing the situation for them by telephone.
* You then have the autonomy and responsibility to coordinate with all areas of the business to resolve the situation for the customer, so you’ll be a proactive person eager to get involved with other teams to make things happen and take action.
* Resolving complaints and issuing FRL (Final Response Letters), post calling the customer/policyholder with the resolution of their complaint.
* Responding to queries from the operational team.
* Any other reasonable duties assigned by one of our Team Managers or Operations Manager.
This is a great opportunity for anyone who wants to make a difference and who is passionate about getting things right for our customers and business.
Tier 1 complaints would typically be for:
* Delays
* Lack of Communication
* Declined claims
* Poor customer experience
* Incorrect information by claims
* Missed appointments
* Payment delays
Knowledge and Abilities:
* 5 GCSE’s grade A-C including Math’s & English.
* Proven experience within a Customer Relations environment.
* Knowledge of in-house systems with good Microsoft Office skills.
* Excellent verbal and written communication skills, with a first-rate telephone manner.
* Ability to multi-task and prioritise a busy workload.
* Excellent time management and organisational skills.
* Strong attention to detail with good listening skills.
Benefits
Career & Purpose
* Davies Innovation Lab.
* Leadership training programme.
* Funding for professional qualifications.
* Thrive at Davies; learning opportunities.
Environmental & Social
* The Davies Foundation.
* Local charity funding.
* Pennies To Heaven.
* Employee Resource Groups.
* Employee volunteering programme.
Financial Health
* Pension, 5% employee and 5% employer contribution.
* My Choices at Davies provides; High Street discounts and Financial wellbeing hub.
* Life assurance: x4.
* Refer a Friend.
* Cycle to Work Scheme.
* Lease car salary sacrifice.
* Davies Incentive Plan.
* Enhanced maternity, paternity and adoption pay.
Mental, Physical & Emotional Wellbeing
* Wellbeing centre; move, munch, money & mind focus.
* Discounts with 100's of UK retailers.
* EAP; 24/7 confidential helpline.
* 25 days holiday, increases to 26 days after 5 years and 27 after 10 years.
* Flexible working; hybrid, work from home or join a collaborative office space.
* Dress for your day.
* Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage.
* Flexible benefits include; holiday purchase plan and a opportunity to purchase health cash plan and BUPA dental plan.
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