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SalaryDo you have experience dealing with end to end complaints?
If you are passionate about growing your skills within one of the largest insurers in the world with, excellent employee benefits and a diverse working culture, then we would love to hear from you!
We have an excellent opportunity within our Complaints Team, based in our Glasgow office. We are happy to consider applicants with experience in a Customer Services role from financial services, insurance, call centre or hospitality sectors. We provide full comprehensive training on complaints processes and regulations to allow our people be successful in this post.
The role supports the Complaints function by ensuring accurate assessment and dedicated management of complaints. You will also manage a workload and investigate regulated complaints in line with regulatory requirements.
Key responsibilities
- Engage with customers throughout the complaint process, ensuring regular updates on progress with the complaint while ensuring that you handle complaints fairly, within local requirements
- Review and learn from past decisions, including decisions made by the local Ombudsman or Regulators.
- Gather all necessary evidence in relation to complaints and ensure fair customer outcomes. Prioritise and handle your own case load and conduct telephone calls with customers in a professional manner.
- Work with internal departments and gather information to investigate complaints and are responsible for managing all incoming enquiries effectively, while always providing the customer with a professional service.
- Make a final decision on the merits of the complaint and calculate payments where appropriate and communicate outcomes clearly to customers in writing and by telephone.
- Liaise with local Ombudsman where necessary and Build & maintain relationships with the business and be in a position to explain the rationale behind decisions when appropriate.
