To manage client communications, by interacting directly with new and existing clients and investigate and resolve complaints. This job role falls under the FCA’s Senior Managers and Certification Regime (SMCR) conduct rules. This is due to the nature of your job role falling within financial services activity. It is your responsibility to adhere to the conduct rule.
DUTIES AND KEY RESPONSIBILITIES
- Investigate and resolve any complaints received fairly and objectively by any reasonable means within agreed time scales
- Ensure complaint log is kept up to date accordingly
- Assist the Head of Compliance and Quality Assurance in reviewing complaint trends and actively suggest solutions
- Provide effective feedback and suggestions to department heads where necessary
- Provide compliant guidance to all departments to actively try to prevent complaint escalation
- Assist the Quality Assurance team with additional workload, e.g. compliance, risk, internal audits, reviews and insurer audits.
- Support and communicate with the Financial Ombudsman Service during complaint investigations and queries
- Manage aggregator communication, specifically consumer concerns and complaints
- Liaise with insurers where cause for complaint or potential complaints
- Support and cooperate with customer representatives, including Citizen advice and Solicitors or any other reasonable form of mediation
CRITERIA
SKILLS & ABILITIES
- Excellent time management and organisation
- Active listening
- Impeccable customer service
- Able to work under pressure
- Open minded
- Excellent written communication
- Able to deal with conflict calmly and effectively
- Confident decision maker
- Able to meet deadlines
- Manage multiple tasks
- Computer literate
EXPERIENCE
- Within the insurance sector
- Within a similar role or experience within various roles / areas
KNOWLEDGE
- Good general understanding of the organisation set up
- General insurance knowledge
- Complaint handling
- FCA Aware
- FOS Rules & procedures
PERSONAL ATTRIBUTES AND OTHER REQUIREMENTS
- Be willing to work a shift pattern
- Be flexible
- Be a good team player and approachable
- Behave with integrity
- Reliable
- Ethical
- Work with initiative and in own direction
Pay: £31,359.00 per year
Work Location: In person
