Average Complaints Manager salary in the UK

Complaints Handler Job Location: Evesham. Job Type: Full-time (Mon-Fri). The Role: As a Complaints Handler you will report to the Complaints Manager and be responsible for supporting our customers in the swift resolution of complaints. Key Activities: Be proactive in communicating with customers to listen and understand the complaint from their perspective.Investigate complaints, liaising with claims team colleagues as required, to fully understand the cause and appropriate resolution.Prepare investigative reports and formal lettersEnsure complaints handling activity is fully recorded on our systems.Ensure your adherence to complaints handling regulations and procedures.Assist the Complaints Manager in supporting colleagues across the business in their understanding of complaints regulations and procedures.Assist the Complaints Manager in learning from complaints, using route cause analysis and subsequent data to identify recurring issues.Engage with our Continuous Improvement team, applying complaints learning to inform service improvements.Support a culture of customer service excellence where complaints are identified and resolved quickly, and lessons learned and applied to future improvements. Skills and Experience required: Experience of handling complaints in a customer service environment.Excellent communication skills, both written and verbal.Interpersonal skills to engage with customer, even in emotionally charged circumstances.Experience of working in the insurance claims sector is highly desirable.Excellent organisational skills to prioritise workload and deliver against relevant timescales.Experience of working with vulnerable customers and the ability to sensitively communicate effectively with themWorking knowledge of Consumer Duty and ICOBS requirements.Working knowledge of GDPR. Benefits: Generous company pension.Tools/equipment required for the performance of company duties.Cycle to work scheme.Life Insurance (following successful completion of probationary period).Private Medical Insurance (following successful completion of probationary period).Casual dress policy.Flexible Working.Free on-site parking (where available).EV charging points (where available).Employee Assistance Programme.Free Gym Membership.Cycle to work scheme.Tech scheme.

Our expanding Insurance client has created a new role of Complaints Manager to join their Central Assurance Department. You will be supporting all Group Companies, meaning that you will be involved in a wide variety of cases across all their Operations. This will suit an experienced Complaints/Customer Relations professional from the Insurance Industry, so you can lead this vital business activity forward for the Group. This is your chance to make an impact by helping continuously improve and shape our Client's customer experience, and where your contributions will be valued and recognised. This role is offered on a hybrid or office-based basis.As the Complaints Manager, you'll be at the forefront of customer service efforts and be responsible for managing and resolving customer complaints. You'll play a crucial role in maintaining the Company's reputation for excellence by addressing customer concerns with empathy, professionalism and integrity. Key Responsibilities of the Complaints Manager role include: Handle customer complaints from initiation to resolution, ensuring adherence to Regulatory requirements and Company policies.Investigate complaints thoroughly, gathering all necessary information and evidence to reach fair and informed decisions.Liaise with internal departments to address root causes of complaints and implement corrective actions where necessary.Provide regular updates and reports on complaint trends, identifying areas for improvement and implementing proactive measures to enhance customer satisfaction.Act as a point of escalation for complex or high-priority complaints, demonstrating strong problem-solving skills and a proactive approach to resolution. To be successful as Complaints Manager you will demonstrate: Previous experience in a Complaints/Customer Relations role within the Insurance industry.Strong attention to detail and analytical skills, with the ability to effectively investigate and resolve complaints.Excellent communication and interpersonal skills, with the ability to empathise with customers and diffuse tense situations.Knowledge of Regulatory requirements governing the insurance industry (eg FCA guidelines).Proven ability to work under pressure and manage multiple priorities in a fast-paced environment.

Our expanding Insurance client has created a new role of Complaints Manager to join their Central Assurance Department. You will be supporting all Group Companies, meaning that you will be involved in a wide variety of cases across all their Operations. This will suit an experienced Complaints/Customer Relations professional from the Insurance Industry, so you can lead this vital business activity forward for the Group. This is your chance to make an impact by helping continuously improve and shape our Client's customer experience, and where your contributions will be valued and recognised. This role is offered on a hybrid or office-based basis.As the Complaints Manager, you'll be at the forefront of customer service efforts and be responsible for managing and resolving customer complaints. You'll play a crucial role in maintaining the Company's reputation for excellence by addressing customer concerns with empathy, professionalism and integrity. Key Responsibilities of the Complaints Manager role include: Handle customer complaints from initiation to resolution, ensuring adherence to Regulatory requirements and Company policies.Investigate complaints thoroughly, gathering all necessary information and evidence to reach fair and informed decisions.Liaise with internal departments to address root causes of complaints and implement corrective actions where necessary.Provide regular updates and reports on complaint trends, identifying areas for improvement and implementing proactive measures to enhance customer satisfaction.Act as a point of escalation for complex or high-priority complaints, demonstrating strong problem-solving skills and a proactive approach to resolution. To be successful as Complaints Manager you will demonstrate: Previous experience in a Complaints/Customer Relations role within the Insurance industry.Strong attention to detail and analytical skills, with the ability to effectively investigate and resolve complaints.Excellent communication and interpersonal skills, with the ability to empathise with customers and diffuse tense situations.Knowledge of Regulatory requirements governing the insurance industry (eg FCA guidelines).Proven ability to work under pressure and manage multiple priorities in a fast-paced environment.