Role Overview
Allianz Personal is excited to offer a new opportunity for a Customer Relations Advisor with roles across our Bristol, Bournemouth, Birmingham, and Leeds offices.
Responsibilities
- Investigate and resolve escalated complaints in accordance with AZP Complaint Handling Framework, ensuring the customer experience and outcome is at the forefront of resolution. This includes dealing with vulnerable customer complaints in line with the Vulnerable Customer Framework and toolkit.
- Ensure complaints are resolved cost effectively where policy related and ex-gratia payments are made, calculating appropriate levels of redress or compensation, and evaluating suitable levels of goodwill payments.
- Identify appropriate opportunities to recover costs from relevant third parties and take the necessary steps in accordance with the working practice to agree those amounts.
- Ensure that the Respond complaints management system and any other systems used are updated accurately and fully in accordance with working practices.
- Provide advice and guidance to frontline staff in Allianz Personal on complaint recognition and handling via the Customer Relations Helpline and other channels to help avoid rework, additional compensation payments and inappropriate action.
- Provide ad-hoc coaching and feedback to frontline staff on a case-by-case basis.
- Identify and capture the root cause of resolved complaints to support the collective root cause analysis process.
- Identify and escalate areas of concern arising from complaint resolution, making recommendations to improve systems, processes or working practices.
- Develop and maintain strong working relations with GI business areas and third-party suppliers ensuring the agreed complaint framework is followed.
- Maintain and develop own skills and knowledge across product and function ranges handled in Customer Relations.
- Identify and escalate areas of concern arising from complaint resolution, making recommendations to improve systems, processes or working practices.
Essential Skills
- Demonstrable understanding of GI products and services with the ability to explain complex issues in a simple manner.
- Knowledge and understanding of FCA & FOS regulations and practice regarding complaint resolution.
- Excellent written and verbal communication skills including the ability to negotiate and mediate effectively with customers, peers, and suppliers.
- Ability to make balanced judgements from diverse and conflicting information, considering the customer and commercial needs, and applying skills to resolve complex complaints including serious exceptions.
- Maintain up to date knowledge of complaint best practice and how it’s applied in Allianz Personal.
- Ability to provide feedback and coaching to operational front line to improve complaint resolution.
- Accurate use of all LV= systems including Respond.
- Ability to independently review other decisions and provide feedback and advice in an appropriate way.
- Knowledge and understanding of legislative regulations.
Desirable Skills
- Responsible Artificial Intelligence usage with experience using Generative AI tools such as onsite Webchat / Chat Bot systems is desirable but not essential.
What We Will Offer You
- Recognised and rewarded for a job well done, with flexible benefits to choose from and flexible working options.
- Global career opportunities across the wider Allianz Group, and development and training.
- Benefits including: Flexible buy/sell holiday options, Hybrid working, Annual performance related bonus, Contributory pension scheme, Development days, a discount up to 50% on a range of insurance products, Retail discounts, Volunteering days.
Our Ways of Working
If you need flexibility with hours, let us know as part of your application and we’ll explore what is right for our customers, business, and you. Allianz supports hybrid work patterns to balance needs and enable innovation, creativity, and work–life balance.
Equal Opportunity & Accessibility
At Allianz, we are an equal opportunity employer and value an inclusive workforce. We welcome applications from neurodivergent and disabled candidates and offer tailored adjustments. We support candidates through the Disability Confident Scheme and the Offer an Interview Scheme; contact our Resourcing team for accessibility assistance. Hr-recruitment@allianz.co.uk
For inquiries or to submit your application, please contact: Conor McCourt. We reserve the right to close the advert early if we reach enough applications.
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