Claims Complaints Executive
This successful and established Insurance Claims handler based in Tonbridge, Kent has been established to provide various major insurance providers with an effective and cost-efficient partner for handling Household and Motor Insurance claims from start through to settlement and providing a high level of customer service to all policy holders. Due to ongoing expansion my client is currently seeking a Complaints Executive to join their busy and friendly team. The purpose of the role is to assist Customer Relations & Compliance Manager with managing complaints, and to assist the Theft & Antifraud Manager with investigating claims. This is a role with almost exclusively written communication in the form of Final Responses to policyholders, sending files to the Financial Ombudsman Service and liaising with the adjudicators/Ombudsmen at FOS. You will need to have strong written communication skills, a good understanding of how to format a letter and also how to convey your points in a strong, articulate manner. You also need an attention to detail as they are the last point of the complaint process. Duties Logging and reporting customer grumbles and complaints. To liaise with policyholders regarding complaints. Review escalated complaints, complete own investigations prior to issuing Policyholder with Final Response Letter. Prepare FOS case file submissions and manage any subsequent query from the FOS. Complete regular cleanse of complaint data and ensure data is accurate. Work with Training Dept. to developed/update complaint related training. Mentor & develop team members to enhance their skills and capabilities. You will have excellent experience within complaints handling, ideally within the Financial Services sector or customer relations based role. Benefits £21K - £25K Salary Annual Bonus 22 Days Holiday Free Parking Pension Hours Operates between the hours of 8am to 6pm, Monday - Friday A rotating rota which will be 8am - 4pm, 9am - 5pm, 10am - 6pm This is an excellent opportunity to join a successful local employer that will offer competitive rewards and excellent opportunities for ongoing and future career progression.