Complaints Handler

Job Ref: Previous Experience Required
Sector: Call Centre
Job Type: Contract
Date Added: 18 April 2019
  • Bristol, Avon, South West, England Prince Street Avon BS34
  • £19,000 - £23,000 per Annum
  • Nigel Morton
  • 0117 929 9449
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The Client is a Pension and Life Assurance Specialist, they work in partnership with over 20 well known UK and international financial services providers to administer life, savings and pensions policies on their behalf. They are able to deliver complex processing while maintaining quality, and provide a wide range of services including underwriting, back office administration, claims management and technical support.

As a complaints handler, you will be an integral part of the team at the client in Bristol. Excellent customer service and satisfaction is at the centre of everything they do, and it will be your responsibility to ensure this is delivered. You will achieve this by receiving, investigating and responding to complaints and escalations within contractual service levels.

This is a 6-month fixed-term contract.

Salary: £19 - £23k dependant on experience

Location: Bradley Stoke, Bristol

Hours: 09.00 - 17.30

Start Date: ASAP (subject to vetting)

Duration: 6 Months

What you will do:

  • Investigate the causes of customer dissatisfaction and resolve service complaints in line with procedures and regulatory requirements
  • Identify and escalate root cause trends and issues that arise by process, product or complaint type, including gaps in policies and guidelines.
  • Liaise with ombudsman services as appropriate.
  • Share knowledge and expertise with other team members.
  • Identify and escalate any inconsistency issues in relation to quality and competency checking.
  • Review outcome of appeals handled by both the ombudsman services and the company, ensuring that results and learnings are understood and that complaint handling guidelines and local processes are amended accordingly.

Your experience will include:

  • Experience of working in financial services organisations and/or customer service environment.
  • Complaint handling experience
  • Good working knowledge of MS Office applications
  • Knowledge of complaints procedures and regulatory requirements.
  • FCA standards for complaint handling knowledge preferable
  • Ability to manage varying workloads and priorities
  • Strong organisational and time management skills

Facilities on site:

  • Free Parking

  • If commuting from outside of Bristol - 3 minute walk to local train station (Bristol Parkway)

  • Free bus service to and from Bristol Central

  • Cafes and large staff restaurant on site

  • On-site WH Smiths

  • Well-equipped Gym on-site

If this role is of interest to you, please upload a CV in "word" format to this site.
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16/05/2019 09:00:00
GBP 19000 19000