Disputes / Complaints Resolution Advisor

Monday to Friday 9 - 5

Our client a large insurance company are looking for an experienced complaints/resolution Advisor to join them on a permanent basis

Your role will be to Thoroughly investigate all complaints in accordance with FCA regulation and company policy and procedures, ensuring a fair outcome in all cases which is clearly communicated to the customer. Driving improvements through effective root cause.

Responsibilities

* Resolving customer's queries within agreed authority, investigating the cause of any complaints, gathering information from relevant departments and clients and reviewing all relevant documentation

* Acknowledging complaints promptly and responding to them within set time limits, systematically and fairly

* Summarising any additional actions required, advising customers when they can expect a final response, drafting and sending out correspondence

* Maintaining COMSYS and AS400 systems for full and accurate record keeping and to support Root Cause Analysis reporting

* Summarising and reporting FOS decisions received to assist with understanding and consistency going forward

* Identifying and escalating high profile complaints to management

* Undertake other duties over and above those listed in the job description, appropriate to the individual's skills and experience

Skills required:

* Excellent verbal and written communication skills

* Able to prioritise workloads and meet deadlines

* First class interpersonal skills, able to communicate with a wide range of people

* Courteous yet assertive

* Organised and methodical

* High attention to detail

* Computer literate

* Company and regulatory frameworks for handling customer complaints

* Ethical standards, including Treating Customers Fairly

* Understand the sale and servicing of regulated financial products

* Problem solving skills

* Analytical

* Able to see scenarios through the "customer's eyes"

* Track record of high performance standards

* ideally worked within insurance before but not essential

great company with a great ethical approach to their employees and customers!

Connect2Staff/Connect2Kent, part of Commercial Services Trading/Kent Ltd, is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.