Complaints Handler

Job description
Role Title:
Senior Complaints Handler
Check below to see if you have what is needed for this opportunity, and if so, make an application asap.
Location:
Onsite Derby, England. Travel to other sites, both Firstsource and Client site, may be required on occasion . Potential for Hybrid working to be supported but expectation to be on site at least 3/4 days a week to start.
Contract:
Hours: Core working hours between Monday to Sunday (37.5 hours per week), however preferrable that candidate covers most working day hours (Monday-Friday)
Job Purpose:
We are looking for an experienced Complaints handler to support our growing and FCA regulated Home Insurance operation.
This role will play a key part in developing and optimising a complaints function to manage FCA regulated complaints. This role is ideal for someone with complaints experience especially in a FCA regulated environment and someone who would enjoy building a team and working with our client to constantly develop and improve our processes and customer outcomes.
Key Accountabilities:
Report into the Back Office Manager as the Senior Complaints handler
Ability to manage complex complaints as well as oversee the work and quality from the wider complaints team.
Use previous experience to optimise the current complaints process within FCA guidelines
Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities, delegation of work to appropriate team members.
Ensure both quality of complaints responses and MI is robust
Strong decision-making capability with emphasis on good customer outcomes at the basis of your approach
Exhibited excellent problem solving, critical thinking and communication skills, a detail-oriented personality, and a collaborative spirit
Support the enhancement of training and onboarding materials to help the team grow.
Ability to support a small team, with emphasis on development and coaching
The Person:
Qualifications/skills:
Experience managing FCA regulated complaints
Experience within Insurance or other FCA regulated firm
Excellent English verbal & written communication skills.
Understands operational excellence principles and how to build develop a function to meet business objectives
Extensive best practice customer service/contact centre experience and delivering high quality results.
Experience of working closely with outsource partners/clients.
Personal Qualities:
Must have a passion for managing customers and delivering excellent service
Enjoy building a team with a focus on continuous development
Empathetic, nurturing and a desire for good customer outcomes
Enjoy finding ways to improve things
Understanding of contact centre KPIs and ways of working
Excellent communication skills both written and verbal and have experience of influencing and collaborating with key stakeholders within the business
Job Type: Full-time
Pay: £24,000.00-£26,000.00 per year