Complaints Advisor - UK

Job Overview

• As a Complaints Specialist in our team, you will handle complaints resolutions abiding by set procedures, ensuring that customers cases are resolved in a timely and accurate manner. Working in our early resolutions complaints department you'll be a key point of contact for customers with insurance and / or service-related complaints.

Job Responsibilities

• Ensuring that customer satisfaction and quality is priority and delivering exceptional customer service.
• Understanding the customers perspective, running cases from start to finish.
• Building rapport with the customer and providing the best possible outcome for customer complaints
• Manage customer complaints proactively
• Ensure that any new regulations or processes are effectively implemented. Follow communication procedures, guidelines, and policies.
• Ensure all complaints are managed within the company's target SLAs.
• Address customers in professional and empathetic manner especially with dealing with vulnerable customers
• Create a memorable customers interaction on every call.
• Ensuring targets are reached daily

Job Requirements

• Matric / NQF level 4
• Minimum of 6 months previous complaints handling experience
• KPI's / Performance are met consecutively for past 3 months.
• No prior warnings

Required Skills

• Previous experience in a complaint handling role, ideally with a favourable complaint recognition rate
• Previous complaint handling experience within an FCA regulated business is ideal.
• Experience in closing complaints
• Full complaint handling cycle experience is essential.
• Passionate about providing the best resolution for the customer.

Required Knowledge

• Good communication skills – articulation and comprehension
• Confidence in decision-making, under pressure.
• Ability to work autonomously and under pressure.
• A passion to deliver a first-class customer service.