Technical Complaints Lead

Knowledge

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

Highlight areas of concern, or opportunities to improve process or customer experience, through appropriate channels

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

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

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

Significant and 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, and 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

Contribute to the accurate and complete recording of relevant information to support the production of BI & MI, for example, PI Register

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