Your new company
A well-established organisation operating within the insurance and financial services sector is seeking a Complaint Officer to join its customer experience function. The company offers a fast-paced and collaborative environment with a strong focus on customer outcomes, regulatory compliance and continuous improvement.
Your new role
Reporting to the Customer Experience Manager, you will be responsible for managing and resolving both simple and complex customer complaints in line with regulatory requirements. You will investigate complaints thoroughly through the review of customer submissions, correspondence, call recordings and provider records to ensure fair and impartial outcomes.
You will carry out root cause analysis on upheld and compromise complaints, identify recurring issues and provide recommendations for corrective actions and process improvements. The role will involve close collaboration with internal departments and external stakeholders while ensuring all complaint handling timelines are adhered to.
Key duties will include:
Managing complaints from initial investigation through to final resolution
Reviewing case notes, customer correspondence and call recordings
Making fair and objective decisions on disputed cases
Conducting root cause and trend analysis
Preparing written responses to complainants
Escalating regulatory risks where necessary
Maintaining accurate complaint records and documentation
Supporting ongoing process improvement initiatives
This is a full-time position working 35 hours per week, Monday to Friday, with some flexibility required for occasional out of hours or on-call support.
What you'll need to succeed
To be considered for this role, you will ideally hold APA accreditation as a minimum, with CIP qualification preferred. Previous experience handling complaints within a regulated environment is essential.
You will also require:
Strong understanding of complaint handling regulations
Excellent written and verbal communication skills
Strong letter writing and customer engagement ability
Proven problem-solving and investigative skills
Ability to manage complex cases independently
Strong organisational and stakeholder management skills
Experience working within insurance, financial services or a regulated environment
Proficiency across Microsoft Office applications
Ability to communicate complex information clearly and professionally
What you'll get in return
In return, you will join a supportive organisation that values professional development, customer service and employee wellbeing.
Benefits include:
Service recognition days
Quarterly attendance rewards
Travel-related benefits
Health insurance discounts
Sports and social initiatives
Bike to work scheme
Travel pass support
City centre office location
Opportunity to work within an international business environment
What you need to do now
If you're interested in this role, click ‘apply now’ to forward an up-to-date copy of your CV, or contact us for a confidential discussion about your next career move.
#J-18808-Ljbffr