Complaints Handler

Complaints Handler
Salary: £15.74 per hour, weekly way
12 weeks temp, potential to go perm
ASAP start date
Monday - Friday 9am - 5pm
Do you have a passion for resolving concerns for customers? Do you want to be engaged in continually improving our customers' journey to deliver a 5 star experience? Then we're looking for you to join our global, dynamic team.
About the role
We have an exciting opportunity for a Complaints Handler to join us in our Glasgow office. Working within our Health Insurance Department, you'll be working with some great people, so your ability to build strong relationships will be key to the success of our department and driving customer improvement. We see ourselves as one big team, therefore you'll take pride in working as an effective team player. So, if you have experience in complaints handling within the insurance industry or financial sector then this could be the role for you!
Joining us as a Complaints Handler, you'll be an essential member of the team helping our customers over the phone, by handling their complaints with empathy and providing a fair outcome. You'll have strong communication skills, with the ability to solve all queries in a timely and professional manner.
Working Hours & Shift Pattern: Full time, 35 hour per week, Monday to Friday 9am and 5.00pm
Training: Providing a Career Development Framework that is reviewed regularly
What you'll be doing:
* Ensuring the delivery of excellent customer service by achieving fair and reasonable outcomes for our customer, through effective investigation.
* Using your initiative as well as information recourses available, to provide the best outcome for the customer.
* Communicating effectively over the phone and ensuring that all letters sent to the complainant is of the required quality and meets expected standard set by both and the regulator.
* Escalation to all Commercial Insurance areas, to understand the nature of the complaint and resolve in an efficient manner.
* Accurately log and acknowledge complaints within agreed timelines
* Take ownership of complaint investigations to identify the root cause
* Support your colleagues on complaints and other defined tasks to achieve internal and external targets
* Conduct detailed, thorough and qualitative root cause analysis to provide meaningful insights, leading to corrective actions and process improvements
* Maximise insights gained on the member journey from customer outreaches performed, with a view to learning from and improving customer experience
* Partner and work collaboratively with relevant departments and key stakeholders to achieve quick and accurate resolution
* Highlight key trends to management along with suggested improvement opportunities, sharing best practices to align our processes effectively
* Support customers to make sure their concerns are addressed and resolved effectively
* Take shared accountability of volumes and turn-around times, working with colleagues to ensure complaints are acknowledged and addressed within regulatory timelines, highlighting any concerns to management immediately Build effective relations with internal departments to ensure all resources are utilised to the benefit of the customer and aid timely responses
* Carry out any ad-hoc tasks as required to meet the business needs

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age