About the Role:
London is one of the United Kingdom's leading centres for insurance financial services and customer operations, and at Accident Resolution Services London Ltd, we bring the same level of professionalism to every customer case we manage. We support individuals throughout the accident claims process by coordinating repairs replacement mobility services insurance communication and complaint resolution.
We are looking for a Principal Customer Resolution Consultant who can take ownership of complex customer cases and improve the way customer concerns are handled across the business. You will manage sensitive and escalated matters identify practical solutions and ensure that customers receive clear fair and timely outcomes.
You will work closely with claims specialists repair partners mobility providers insurers and internal operations teams. You will also help improve complaint handling processes mentor less experienced colleagues and provide senior management with insights into recurring customer issues.
Why Work With Us?
The Environment:
Our London office provides a professional and collaborative working environment with convenient access to major transport links. We value clear communication responsible decision making and a customer focused approach.
Meaningful Work:
You will support customers during situations that can be stressful and financially difficult. Your work will directly influence customer confidence satisfaction and trust in our services.
Professional Influence:
This is a senior individual contributor position where your recommendations will help shape customer resolution standards complaint procedures and service improvement initiatives.
Career Development:
You will receive access to relevant professional training industry events and development opportunities in customer experience claims management dispute resolution and regulatory compliance.
Key Responsibilities:
Complex Case Resolution:
Take ownership of complex escalated or sensitive customer cases from initial review through to final resolution. Ensure that outcomes are fair clearly explained and properly documented.
Complaint Management:
Investigate formal complaints identify the root cause and prepare professional written and verbal responses within required service timelines.
Customer Advocacy:
Represent the customer's perspective when working with claims teams insurers repair partners replacement vehicle providers and external suppliers.
Resolution Strategy:
Develop practical solutions that balance customer needs contractual obligations regulatory requirements and commercial considerations.
Stakeholder Management:
Coordinate with internal departments and external partners to resolve delays service failures disputed decisions and communication issues.
Quality Improvement:
Review recurring complaints and customer feedback to identify opportunities for process improvement training and service development.
Team Support:
Provide guidance to customer service and claims colleagues. Support difficult conversations review proposed resolutions and share best practices.
Reporting:
Prepare clear case summaries management updates and trend reports relating to complaint volumes resolution times customer outcomes and recurring operational risks.
What We Are Looking For:
Experience:
At least 6 years of experience in customer resolution complaint handling claims management insurance services financial services or another regulated customer focused environment.
Senior Level Expertise:
Experience managing complex or high value customer cases and providing guidance to colleagues or junior team members.
Communication Skills:
Excellent written and verbal communication skills with the ability to explain complicated decisions in a clear professional and empathetic manner.
Investigation Skills:
Strong ability to review case records correspondence call notes contractual information and supporting evidence before reaching a fair conclusion.
Stakeholder Skills:
Confidence working with customers insurers suppliers repair networks senior managers and external business partners.
Regulatory Awareness:
A good understanding of complaint handling data protection consumer protection and fair customer treatment principles within the United Kingdom.
Mindset:
You are calm objective and solution focused. You can manage emotionally sensitive conversations without losing attention to detail or professional standards.
Pay: £6,389.00-£7,000.00 per month
Work Location: In person
