Reporting to: Customer Service Manager

Department: Customer Service

About the role

We’re looking for someone who is passionate about offering the a highest level of customer service including taking ownership when talking to customers over the phone and by email. You will be tasked to resolve customer complaints across multiple lines of business including Travel Insurance, Roadside Assistance, Home Emergency.

Hours

Thirty-five hours per week, Monday to Friday between the hours of 8am and 6pm. These hours may vary in line with business needs

What you will do

Key Responsibilities

Answer inbound customer calls and emails as per the daily schedule
Handling difficult conversations in a sensitive and professional manner with customers over the telephone
Record all complaints accurately on to the complaint management system, in line with FCA timescales and department SLAs, including keeping a log of all activity with comprehensive and accurate notes
Ownership of complaint casework, including but not linted to;
Work in an organised fashion to ensure productivity and effective case management.
Write customer facing letters, including a ‘Final Response Letter’ when closing a complaint.
Work to ensure that the highest level of service is consistently delivered to the customer.
Achieve individual productivity and quality targets and SLA’s set by your manager.
Adhere to TCF, DPA, and Financial Conduct Authority (FCA) guidelines, specifically dispute resolution (DISP), expanding to new Consumer Duty rules and regulations coming in 2023
To escalate issues, where appropriate, to the Customer Service Team Manager with recommendations of action to be taken
AI Readiness- Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

What you will bring

The following are essential:

Professional appearance in-line with a corporate environment
Good standard of general education; English and Maths A-C GCSE or equivalent
A proven track record of delivering high standards of customer care in a similar role
Experience of dealing with high level customer complaints
Excellent letter writing skills, telephone manner and attention to detail
Organised with strong administration skills
PC literate and well versed in using MS Office packages, such as Word
Ability to problem solve autonomously or as part of a team
Self-motivated and enthusiastic
Flexible, with the ability to adapt to changing requirements
Able to work under pressure in order to meet strict work timescales

The following attributes are desirable:

A’ Levels or equivalent
Insurance/Motor background experience
Dealing with customer complaints
Working knowledge of the FCA

How We Hire then below it Allianz Partners does not accept unsolicited CV’s or approaches from agencies. We only work with partners on our approved supplier lists, under contract. Any unsolicited submission will not be considered.

Complaints handler

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