Location: Cirencester

Salary: £20,000 – £24,000

Hours: 9am – 5.30pm Monday to Friday

We are recruiting for a Complaints Advisor  in an exciting, fast growing dynamic business. Due to accelerated growth which is set to continue, we are looking to speak to people who are determined, enthusiastic and hardworking. This is a brand new full time permanent position which has been created as a result of a newly acquired portfolio of business. In this role you will be responsible for handling UK complaints for all of the companies’ serviced clients.

Key Responsibilities:

·         First point of contact for customers of all UK serviced clients

·         Handle complaints and general enquiries professionally, both over the phone and in writing

·         Ensure details of all complaints are captured and recorded accurately

·         Promptly acknowledge all complaints within regulatory timescales

·         Gather background information to investigate causes of complaints, liaising with internal staff, coverholders and third parties

·         Monitor information requests and follow up with relevant parties as necessary to ensure timely responses to customers and Ombudsman

·         Assist the customer relations manager with complaint investigations and preparation of final response letters

·         Administer Ombudsman referrals including logging, allocating, monitoring and liaising with the correct personnel to gather files and supply information to the Ombudsman within required timescales

·         Use information gathered to review claims files and prepare summaries of key events for the customer relations manager

·         Assist with regular reporting requirements

·         Ensure all data is input into systems accurately, all paperwork dealt with correctly and that complaint files are maintained to regulatory and audit standards

Key Skills:

·         Working knowledge of formal complaint handling processes gained in a similar customer relations role

·         Experience of Regulatory Complaint Handling including Financial Ombudsman service would be an advantage

·         Experience of having successfully managed complaints processes from notification to conclusion

·         Experience of having managed own workload and met external deadlines

·         Strong attention to detail

·         Excellent written skills

·         Insurance industry experience would be desirable 

·         The ability to stay calm under pressure

·         Excellent telephone manner

·         Strong IT skills especially with Microsoft office

·         Ability to maintain excellent relationships with key departments such as policy experts and claim handlers

·         Ability to work alone as part of a remote team


If this position is of interest to you, please send your CV to beth@first-base.co.uk or call 01453 755330. We look forward to hearing from you!

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