YOUR ROLE

• Accurately log, acknowledge, and manage customer complaints within agreed timelines, ensuring compliance with regulatory requirements.
• Take full ownership of complaint investigations, conducting thorough root cause analyses to identify underlying issues and drive effective resolutions.
• Partner with internal departments and key stakeholders to ensure timely and accurate complaint resolution.
• Provide support to colleagues on complaint-related tasks to meet internal and external performance targets.
• Maximise insights from customer interactions to identify opportunities for improving the member journey and enhancing overall customer experience.
• Deliver meaningful insights through qualitative analysis, recommending corrective actions and contributing to continuous process improvements
• Monitor and highlight key complaint trends to management, proposing improvement opportunities and sharing best practices to align processes across teams.
• Ensure customer concerns are addressed effectively, maintaining a customer-centric approach in all interactions.
• Share responsibility for managing complaint volumes and turnaround times, escalating any risks or delays to management promptly.
• Build strong working relationships with internal teams to leverage resources for efficient complaint handling and timely responses.
• Perform additional tasks as required to support business needs and contribute to team success.

YOUR PROFILE

• Experience in financial services or insurance, with a solid understanding of industry standards.
• Proven ability to deliver high-quality customer service with strong verbal and written communication skills, including professional writing for formal correspondence.
• Proficient in Microsoft Office and familiar with Salesforce or similar CRM platforms.
• Inquisitive and analytical, with a passion for identifying root causes and resolving customer concerns.
• Committed to enhancing the customer experience, taking ownership and initiative in every interaction.
• Strong organisational and time management skills, able to prioritise and adapt to changing workloads while meeting deadlines.
• Confident and assertive in engaging with stakeholders at all levels.
• Target-driven, with a proactive mindset and ability to work independently.
• Able to work with speed and accuracy under pressure.
• Customer-centric, demonstrating empathy and diplomacy while following processes.
• Highly motivated, resilient, and a collaborative team player.
• Skilled in problem-solving, with the ability to interpret data and identify improvement opportunities.
• Comfortable challenging decisions constructively and managing conflict to find practical solutions.
• Proactive in recommending and implementing process improvements.
• Familiarity with FCA complaint handling is a plus (training will be provided if needed).