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Complaints Associate

Knowledge

Ensure compliance with company policies and best practice in security, legal and regulatory requirements

Continually demonstrate competence, through initial accreditation and ongoing achievement of satisfactory Quality Assurance results

Support Distribution colleagues with complaints related advice, and by acting as an escalation point for unresolved complaints received within Distribution network

To investigate and resolve complaints received from Swinton customers, in line with regulatory expectations and delivering fair outcomes for our customers.

Experience working in a regulated FS environment, preferably in a Complaints or Customer service role

Knowledge and understanding of FCA complaint requirements (DISP)

Demonstrable experience within the Insurance industry

Capable of using all internal business systems and strong awareness of processes

Skills

Investigate and resolve customer complaints received from a number of sources through a variety of channels, including telephone, written, email and social media complaints

Investigate and resolve customer complaints received from a number of sources through a variety of channels, including telephone, written, email and social media complaints

Deliver fair customer outcomes through thorough and impartial complaints investigation, which reflects a customer focused approach

Excellent organisational and time management skills with proven ability to work to targets and deadlines.

Effective verbal and written communication skills

Proven interpersonal skills and the ability to build effective working relationships with colleagues and third parties where required

Ensure the quality of complaint investigation and customer outcome, by application of guidance and appropriate judgement, and by adherence to documentation standards, when recording the complaint details and writing Final Response Letters

Strong problem solving skills, and the tenacity to investigate issues thoroughly to reach an informed conclusion

Behaviours

Accountability

Takes accountability of own performance

Customer Experience

Passionate about providing excellent service, with a customer focused approach

Understanding self & others

Teamwork

Collaborates well with others, demonstrating an enthusiasm to support others in creating an improved/efficient service to our customers.

Adaptable and pragmatic in light of change.

Effective communication

Enthusiasm, Positivity and Resilience in difficult situations.

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