Complaints Handler

Salary: £22,000 - £25,000

Hours: Monday to Friday 9am-5pm

Location: Tunbridge Wells



About the company:



The company is an innovative and entrepreneurial group of companies specialising in Motor Insurance Services. This is an excellent opportunity for a career with an Investors in People Gold Champion organisation. As a Complaints Handler you will manage the complaints process by taking ownership of individual cases and resolving these satisfactorily and in accordance with FCA and TCF principles.

Your main duties will be to:

* Manage own caseload, ensuring all complaints are handled within required deadlines and FCA requirements, from receipt to conclusion whilst ensuring a fair and clear outcome is reached in accordance with TCF principles.
* For each complaint, establish telephone contact with customers to gain a full understanding of their complaint in order to progress to a fair outcome as quickly as possible. In addition, you will make follow up contact to discuss the outcome reached.
* Contact internal and external parties for relevant information required to investigate and close the complaint.
* Ensure the complaints database is updated and that information held is accurate.
* Ensure that all complaints are handled with the highest possible standard of customer care.
* Assist with TCF feedback and provide recommendations for improvement.
* Keep up to date with regulatory and legislative changes, with particular attention to FOS decision making and outcomes.
* Keep up to date with organisational changes to policies and processes.
* Know, understand and apply the principles of TCF, and report any potential area of risk to your line manager.

The successful candidate will have the following experience/skills:

* 2 year's customer service experience is required, supported by knowledge of FCA and FOS regulatory guidelines.
* High standard of written and telephone communication skills with ability to communicate effectively at all levels.
* Demonstrates good organisation and time management skills.
* Motor insurance background is desirable.

What's in it for you?



* 22 days annual leave plus bank holidays
* 5% pension contribution scheme
* Free shuttle bus running from Tunbridge Wells station to take you to and from work
* Free gym and canteen on-site
* 1 day's paid leave to volunteer per year
* Lifestyle discounts (discounts with over 5,000 shops, restaurants and other retailers)
* Health care cash plan (cash back on everyday healthcare such as dental and optical)
* Life assurance 4 x annual salary