Customer Resolutions Investigator

Job Ref: AD46568
Sector: Call Centre
Date Added: 13 February 2018
  • Amesbury, Wiltshire, South West, England
  • £20,000 - £22,000 per Annum
  • Blue Arrow Swindon
  • 01793 642 000

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Our Amesbury based client are looking to recruit a Customer Resolutions Investigator to join their team.

Role Responsibilities:

To investigate fully complaints received by the business. This will involve getting to the root of what has happened in each case in a methodical manner in order to make a judgement on what needs to happen and under the direction of the Customer Resolutions Manager, to share the outcome with the policy holder in an appropriate way.
To prepare well drafted and articulate outcome for complaints, investigation and issue final company decisions to policy holders in writing.
To make contact with policy holders by telephone and have the ability to converse in a polite and appropriate manner when investigating and/or advising complainants in relation to the resolution of complaints.
To assist with the complaints mailbox enquiries from the company underwriters and/or policy holders and other teams across the business.
To work to targets to ensure compliance within FCA guidelines.

Skills and Experience:

Previous complaint handling experience within an insurance environment
Knowledge of FOS complaints regulations and processes
Understanding of TCF/conduct risks and their role in complaint resolution
Knowledge of the Dispute Resolution: Complaints (DISP) of the FCA handbook.
Strong analytical approach and problem solving skills.
Excellent Verbal and written communication skills with attention to detail.
Ability to demonstrate good decision making skills in relation to complaint outcomes
A background with veterinary knowledge.