Complaints Admin

We are currently recruiting for a Customer Insights team based in one of the UK's largest insurance organisations. The candidate would be responsible for responding to all formal customer complaints. This role is responsible for providing administrative support to the team as well and will involve logging and responding to complaints.

• Taking incoming complaint calls from customers, colleagues and external bodies such as the Financial Ombudsman Service
• Responding to general queries.
• Logging all new complaints onto complaints system
• Reviewing all incoming emails and post and distributing as appropriate
• Collating files for external transmission to the FOS
• Collating and distributing daily short complaint reports to Client Services
• Update individual complaint cases as necessary.
• To identify positive feedback and comments on incoming communications and escalate to CI Manager
• Highlighting live emergency assistance cases to relevant management team.
• Escalating complex complaints including social media and press cases to the Senior Complaints Officer
• Make customer payments after acceptance of offer.
• Highlight upheld emergency assistance FOS decisions to Directors
• Updating FOS files when relevant
• To refer to a manger when any work falls outside their area of knowledge or expertise

Personal qualities

• Effective organisational, interpersonal and customer service skills
• Ability to remain calm under pressure
• Flexibility to respond to changing requirements and client needs
• Good literacy skills, capable of constructing professional, and well written letters /emails
• Excellent attention to detail

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.