Senior complaints and claims handler

Senior Complaints and Claims handler

Nottingham

Salary £26,000 - £27,000

Hybrid (3 days in the office)

Full time

12 months FTC

Macildowie are pleased to be working alongside a brilliant organisation within the Nottingham area, to find their next complaints and claims handler.

This is a contracted full-time position working Monday to Friday core office hours of 09:00 till 17:00. The initial training will be fully on site but the business also offers a hybrid-working on some cases but will be a minimum of 3 days in the office a week.

About the role: As a Senior Complaints & Claims Handler you will be responsible for handling regulated customer complaints, complex queries, Section 75 claims, credit card complaints and customer dissatisfaction. This multi-national organisation is seeking a dynamic and experienced Senior Claims and Complaints Handler to join our team. As a leading provider of banking services this business prides itself on delivering exceptional customer experiences, and we are looking for a talented individual to help us maintain and enhance our reputation in this regard.

Roles and responsibilities

• Manage a portfolio of complex claims and complaints, ensuring timely resolution and high levels of customer satisfaction.
• Investigate claims and complaints thoroughly, gathering all necessary information and documentation to make informed decisions.
• Work closely with internal departments and external partners to resolve issues effectively and efficiently.
• Provide guidance and support to junior members of the team, sharing expertise and best practices.
• Analyse trends and identify areas for improvement in processes and procedures to prevent future claims and complaints.
• Maintain accurate records and documentation in accordance with regulatory requirements.

The successful candidate

• Minimum of 3 years of experience in a similar role within the banking or financial services industry and at least 1 year experience of working for a credit card provider.
• Strong knowledge of banking products and regulations, particularly related to claims and complaints handling.
• Excellent communication skills, both written and verbal, with the ability to liaise effectively with customers and stakeholders at all levels.
• Proven ability to work well under pressure and manage competing priorities in a fast-paced environment.
• Analytically minded with a keen eye for detail and the ability to identify patterns and trends.
• Ability to show empathy and compassion when dealing with complainants, to ensure the correct level of conversation.

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Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.