Complaints Officer

Salary: £26,000 - £30,000 depending on experience + up to 6% discretionary bonus.

Working Location: Milton Keynes – Hybrid once fully trained

Employment Type: Full Time, Permanent

As a Complaints Officer you will be responsible for the end-to-end review of your own caseload of complaints from receipt to final decision ensuring that complaints are thoroughly reviewed, investigated, and resolved in a timely manner with a high degree of compassion and in line with our regulatory requirements.
 

What we offer:

• 27 days annual leave (plus bank holidays) and a holiday purchase scheme
• Generous pension scheme, with an employer contribution of up to 10.5%
• Life Assurance (x4 salary)
• Subsidised private medical insurance
• Cycle to Work scheme
• Employee discounts platform, including gym discounts
• 24/7 employee assistance programme supporting your mental wellbeing
• 2 days volunteer leave
• Equalised maternity, paternity, adoption leave and pay for all new parents
• Payroll Giving, this allows you to make donations to your chosen charity through monthly pay deductions

What you’ll be doing

• You will be an ambassador for the company, speaking with homeowners to support with simple complaints that the business receives.
• This role involves thorough end-to-end complaint investigations, liaising with other departments and stakeholders to ensure good outcomes are reached for our policyholders and effectively communicating your decision in a professionally written final response letter.
• You will also support your Complaint Handling colleagues in assisting with progressing more complex cases where possible.
• You will have excellent telephony skills with the ability to articulate your findings in a clear and simple way without compromising the level of customer service.
• Continuously keeping admin records/ internal systems up to date for paper trail and audit purposes.

The ideal candidate will have

• FCA working knowledge and understanding is essential for the role.
• Complaints experience in an office-based role is essential.
• Computer literate.
• Strong written and verbal communication skills.