Job Description

Key Responsibilities

• To be responsible for logging, investigating and resolving customer complaints related to both advice and service
• To ensure that customers are kept fully informed as to the progress of their complaints throughout the complaints process.
• Chase files and reports where appropriate and keep accurate records on case files.
• Issue responses to customers which reflect the principles of Treating Customers Fairly whilst meeting the standards expected by the Company.
• To keep and record accurate MI to assist the Business Quality and Complaints Manager with the monthly reports.
• Make full investigations on complaints and making informed decisions on offers of compensation
• Make sure cases are checked after closing on Agency pro.
• Communicate effectively and regularly with customers over the phone and in writing.
• To highlight to the Business Quality and Complaints Manager any trends or concerns that can be used and reported for root cause analysis purposes.
• To log and respond to the Financial Ombudsman Service any new complaints as well as dealing with any on-going enquiries.
• Investigating and responding to complaints raised by Claims Management Companies
• Completing HR references

Required Knowledge, Skills, and Abilities