Complaints Handler

Complaints Administrator, Permanent, Reading, hybrid working, to £30,000

Complaints Administrator needed to join lovely team. Hybrid working, you will work from home 3 days a week and from the office 2 days a week. You will handle and resolve complaints, breaches and Data Subject Access Requests (DSARs). This Insurance company prides itself on creating a great working atmosphere with regular support meeting to ensure you are enjoying your role.

Responsibilities include:

• Ensuring a successful outcome for advisers and customers
• Ensuring that the quality of services continues to meet and be recognised for leading the market
• Handling and managing Customer and Distributor complaints from receipt to resolution
• Ensuring that complaints are investigated diligently and fairly and the correct outcome is reached, paying due consideration to customer vulnerabilities
• Responding to complaints within regulatory deadlines and company service level agreements
• Resolving complaints as Summary Resolution or Final Response, as appropriate
• Assisting the Quality Assurance and Complaints Manager with responses to complaints referred by the Financial Ombudsman Service
• Assisting with the oversight of all breach cases including the resolution of individual breaches and liaising with the relevant parts of the business to support resolution
• Managing DSARs from receipt of the request to disclosure of the requested information, within regulatory deadlines
• Providing feedback to Operational Team Managers to ensure competency of the Operations department is maintained and improved
• Providing relevant and valuable feedback to other department managers (i.e Claims, Underwriting) in a timely manner
• Liaising with IT Team to raise system issues and suggest meaningful ways to improve the service
• Ensuring Standard Operating Procedure documents are reviewed against documented review dates
• Maintaining documents when changes in process are implemented through regulatory change, breach & complaint root cause analysis or system enhancements

Skills required:

• Previous Complaints Handling experience is essential
• Financial services sector experience is preferred
• Problem solving, strong investigative skills
• Excellent written and verbal communication skills
• Ability to work with a variety of stakeholders and colleagues, both internally and externally,
• Proactive and able to self-manage a varied workload
• Able to work to strict deadlines

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