Senior Customer Complaints Consultant

Jenrick Commercial
£25000 - £35000/annum + excellent benefits
13 Jul 2017
12 Aug 2017
Contract Type
Full Time
Senior Customer Complaints Consultant * UK`s Leading Insurance Company * Permanent, Full Time * Birmingham * £28K - £35K * Amazing Benefits *

Senior Customer Complaints Consultant required within one of the UK`s leading Insurance companies.  Working within one of Sunday Times ‘Top 25 Best Big Companies to Work For` you will join an organisation that values their employees and understands the importance of personal development and work/life balance. 

The Senior Customer Complaints Consultant with investigate, record and resolve a portfolio of complaints which could include Executive Director, press and complex complaints, including Financial Ombudsman Service referrals, delivering fair and consistent outcomes for all customers and ensure that all complaints are effectively managed and resolved in accordance with complaint handling principles, regulatory frameworks and fulfil our own standards of customer experience. 

Principal Accountabilities:

- To fully investigate regulatory complaints to reach a fair, compliant and consistent outcome for all customers in accordance with external regulation (DISP and TCS) and internal complaint handling principles, whilst delivering other technical activity such as Subject Access Requests or implementation of Court Orders in consultation with Group Legal and Group Fraud.  
- To clearly identify the cause of the complaint liaising with the customer, the business and any third party as required.  To ensure appropriate escalation and feedback is provided to key stakeholders to improve their internal processes and customer experience, whilst ensuring that offers of redress, compensation and T&U are in line with internal standards and personal authority limits.  Where appropriate, determine whether the complaint should be upheld against the sales representative and therefore disclosed in any reference supplied by the company about the representative in the future.
- Maintain clear and appropriate records of all investigations and justification for any decisions made to meet internal and external requirements, and to demonstrate how a fair customer outcome was achieved.
- To ensure that complaints referred to FOS are reviewed effectively and appropriately, determining whether the decision made and any redress offered met the standards expected by the company and FCA.  Clearly state The companies case and negotiate settlement with FOS adjudicators, investigators and Ombudsman, ensuring that the resolution achieves the right outcome for the customer.
- Act as a technical expert on complaint matters.  Collaboratively check other Complaint Consultants` investigations, resolutions (including FRL`s) and redress calculations.  Provide constructive feedback and alternative solutions as appropriate, supporting colleagues in raising standards across the complaints teams.
- Keep abreast of regulatory changes and maintain the required level of operational best practice, product and process. Identifying issues and trends that result from FOS referrals, ‘precedent` decisions or the wider industry.  Identify areas for improvements and effectively escalate these for resolution.  Whilst adhering to all TCF principles pertaining to the role.
- Take responsibility for queries and referrals from the Customer Complaints Consultants, making sure all necessary information is gathered so an accurate response can be given promptly.


Skills Required

- Complaints management expertise within an FCA/TCF regulated environment
- Customer experience understanding.
- FOS relationship and stakeholder management.
- Understands and reacts to the needs of internal and external customers and stakeholders, working proactively to provide a professional and impartial service, striving to restore confidence in the company brand.
- Communication and influencing – can demonstrate excellent verbal and written skills.
- Display appropriate skills to negotiate and agree resolution with both internal and external customers and consideration to the appropriateness of redress.
- Ability to accurately analyse the root cause of a complaint to enable effective investigation and resolution.
- Decisions are based on thorough investigation, logical assumptions and consultation with affected parties and take account of regulatory and business needs.
- Executes decisions in a timely manner and in line with an action plan where appropriate.
- Can be trusted to make the right decisions without additional manager approval where appropriate.
- Use of time management techniques (prioritisation, planning and review) and record keeping (for customer contact and other actions) on appropriate systems.
- Effective case management, re-prioritising as necessary to enable deadlines to be achieved, keeping the team informed of actions needed in the event of absence.
- Keeps the manager informed of case progress and any issues in a timely manner.
- Defines the purpose of meetings and invites appropriate attendees.  Records and follows up actions arising.
- Remains open to suggestions and ideas from all areas is willing to explore different ways to deal with issues.
- Generates and develops creative solutions to problems