Customer Experience Analyst

iGO4 Partners
13 Apr 2017
13 May 2017
Contract Type
Full Time

At iGO4 we are looking for individuals who have a "can do" attitude where nothing is too much trouble. In return, we can provide a great working environment, rewarding work that makes a difference and excellent career prospects.
We have an exciting opportunity to join the Complaints Team as a Customer Experience Analyst
Reporting to the Complaints Team Manager you will play a key role in identifying, handling and analysing complaints, alongside identifying process and customer service enhancements.
Areas of Responsibility:
Identify and record complaints received by all media types
Ensure all complaints are investigated and resolved to the customers' satisfaction and that they receive a first class professional service at all times
Update and maintain the central record of complaints to ensure accurate data is held at all times
Investigate complaints by liaising with relevant business areas
Assist with root cause analysis to identify and remedy systemic complaints
Monitor processes and make improvement recommendations as necessary
Assist in the collation of information requested by external audit teams
Ensure controls are in place to meet daily workloads and business timescales
Ensure all activities comply with FCA and TCF guidelines

The ideal candidate will have:

A background in Insurance Industry
Experience within a customer service environment
Preferable FCA experience and knowledge of Insurance: Conduct of Business (ICOBS) and Dispute Resolution (DISP) sections of the handbook
Experience in using Windows packages and database systems
Excellent communication skills both verbal and written
Ability to use own initiative in order to make decisions and solve problems
Excellent interpersonal skills and be a team player who leads by example

In return you will receive:

Company Pension Scheme
Life Assurance
Employee Assistance Programme
Wide choice of flexible benefits including Childcare Vouchers and Holiday Trading
Shopping Discounts
Free Parking

Due to the volume of applications if you have not heard from us within 2 weeks you can assume on this occasion that your application was unsuccessful.