Knowledge
Ensure compliance with company policies and best practice in security, legal and regulatory requirements
To operate in an efficient and effective manner, meeting productivity targets and quality standards, coaching and supporting colleagues to deliver the expectations of their role.
Collaborate effectively with Complaints Lead peer group by the sharing of best practise, and application of a flexible approach across both core and technical work-types when required
Support quality assurance of complaint investigation and resolution, through quality checking activity and developmental coaching to improve colleague understanding and application of knowledge
Support Distribution colleagues with complaints related advice, and by acting as an escalation point for unresolved complaints received within Distribution network
Act as a point of referral to Complaints Associate colleagues, providing guidance and advice drawing on subject matter expertise and experience
Experience working in a regulated FS environment, preferably in a Complaints or Customer service role
Capable of using all internal business systems and strong awareness of processes
Demonstrable experience within the Insurance industry
Knowledge and understanding of FCA complaint requirements (DISP)
Skills
Investigate and respond to internal and third party enquiries, for example, colleagues, Police, Motor Insurance Bureau
Deliver fair customer outcomes through thorough and impartial complaints investigation, which reflects a customer focused approach
Continually demonstrate competence, through initial accreditation and ongoing achievement of satisfactory Quality Assurance results
Investigate and resolve complex customer complaints received from a number of sources through a variety of channels, including telephone, written, email and social media complaints
Excellent organisational and time management skills with proven ability to work to targets and deadlines.
Proven interpersonal skills and the ability to build effective working relationships with colleagues and third parties where required
Strong problem solving skills, and the tenacity to investigate issues thoroughly to reach an informed conclusion
Ability to identify areas for improvement in colleague performance, and effectively provide feedback to engage and develop
Behaviours
Takes accountability of own performance
Take accountability for own development, with an open and receptive approach to coaching and feedback, and a proactive approach to change awareness within the business and industry.
Passionate about providing excellent service, with a customer focused approach
Customer Experience
Accountability
Collaborates well with others, demonstrating an enthusiasm to support others in creating an improved/efficient service to our customers.
Understanding self & others
Teamwork
Adaptable and pragmatic in light of change.
Enthusiasm, Positivity and Resilience in difficult situations.
Effective communication
Current vacancies
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