Complaints Officer

The Company

A hugely successful business who have cemented their place as one of the insurance industry’s leading suppliers. We are looking for an experienced Complaints Officer to join them, initially on a three month fixed term contract, with potential for it to be extended or turn permanent.

The Role

You will be responsible for dealing with complaints within regulatory timelines, ensuring the reputation of the business is upheld. Key responsibilities include:

• Ensure that all complaints received are correctly identified, logged, acknowledged, and responded to within FCA regulatory timelines.
• Draft complaint responses to customers.
• Liaise with internal departments and provide support, guidance and complaints advice.
• Investigate complaints raised and include call listening and record findings.
• Draft and issue final response letters on resolution of complaints
• Complete root cause/trend analysis and report on findings, along with recommendations to reduce complaint volumes or to improve business policy, process and Terms & Conditions.
• Collate information for provision to the Financial Ombudsman Service (FOS) and draft any necessary accompanying documentation/complaint summary.
• Identify training needs and knowledge gaps through complaints analysis.
• Adhere to all regulations and legislation at all times.

About You

It is essential that you come with Complaints experience within a regulatory background; insurance, banking, FCA/FOS etc, as well as:

• Strong customer service skills (essential).
• Effective questioning and listening skills.
• Precise comprehension and ability to communicate clearly in both verbal and written form.
• Attention to detail and a desire to "get it right first time"
• Computer literate (MS Office) with keyboard skills.
• Ability to work under pressure and to tight deadlines.

Other

• Mon - Fri, 9am - 5pm.
• Hybrid options available - must be in the office in Aylesbury, on a Wednesday, and when required for meetings etc.
• Salary £28-30k.