Complaints Handler

Location: Uxbridge, Middlesex, United Kingdom

Job Category: Call Centre and Customer Service

Job Description

Where will your career take you next? Let's find out together.

What you'll be doing

• Resolving complaints/disputes
• Providing insights on complaints data to mitigate future complaints and improve the customer experience
• Identifying opportunities for continuous improvement in complaints handling and the related customer experience
• Reporting and communicating on the above points, internally and (where required) externally
• Supporting on external third party administrator audits

What skills and experience you'll bring

• Minimum 3 years' experience handling complaints for a financial service provider (insurance sector preferred)
• Fluent in English and either French, German, Dutch or Portuguese
• Experience with gathering and preparing files requests for the relevant Ombudsman
• Knowledge of a range of General Insurance products
• Experience in managing complaints across multiple jurisdictions
• Professional phone manner
• Strong written communication skills and ability to draft complaint correspondence

Benefits

Job flexibility: hybrid approach with 3 days in the office and 2 days working from home after an initial training period.

Career growth: comprehensive onboarding, continuous professional development, and a supportive work environment.

Leave benefits: regular annual and personal leave, anniversary leave, volunteer leave, and a comprehensive paid parental leave scheme.

Health and wellbeing: competitive health insurance package with mental health coverage, Employee Assistance Program, and pension scheme with employer contributions.

Diversity and inclusion: we respect and welcome diverse individuals.