Complaints Handler

JOB DESCRIPTION - Complaints Handler

The Role:

Deal with complex complaints and multi-departmental issues to prevent escalations. Assist the Complaints Manager in managing and coordinating high graded, complex and contentious complaints. Manage your own portfolio of claims from inception to completion.

Key Activities:

• Proactively assist the Complaints manager on delivering advice with complaints regulations and handling, ensuring that you comply with any new regulations or processes, and that these are effectively communicated and embedded across all arms of the business.
• Providing a robust high quality complaints service.
• Assist and support in the analysis and identification any issues of concern arising from complaints.
• Track any identified patterns or trends and report to the Complaints Manager for remedial action.
• Work closely with the line managers, across all arms of the business, to gain a full and factual understanding of key issues for the service users.
• Use analytical data to ensure that lessons are learned from registered complaints, through feedback to services, giving indication on adaptations needed for future prevention.
• Work with the Complaints Manager and the MI team to produce formal reports for training and tracking purposes.
• Assist the Complaints Manager in ensuring compliance of the complaints policy, ensuring that policies are developed, reviewed and maintained appropriately in accordance with industry standards.
• Proactively attend meetings with the Complaints Manager to support with complaints resolution.
• Ensure that together with the claim’s teams, that they instil a culture where potential complaints are resolved at an early, informal stage, including providing training to support claims resolution where necessary.
• Review and analyse investigation reports and produce high quality responses to complaints for the Complaints Manager to feed in to obtain the Head of Claims Service Operations signature.
• Scrutinise complaints for issues that may expose MRC Ltd to adverse media publicity and advise the Directors as appropriate.

Skills and Experience required:

• High level understanding of the essential principles and components of the Claim’s Complaints Procedure.
• Experience in operating in Complaints Handling.
• Demonstrable experience of handling complex or contentious complaints, with the ability to remain professional and in control, even under duress.
• Experience in developing systems ensuring compliance with legislation and with local and national policy and procedures.
• Knowledge of the issues concerning vulnerable people and the ability to sensitively handle such communications.
• Experience of dealing with complainants and liaising with individuals and organisations acting on their behalf.
• Knowledge of confidentiality codes, GDPR, procedures and legislation.
• Demonstrable experience of managing multiple priorities whilst working to a deadline.
• Experience of Ombudsman referrals.
• Excellent written skills, including drafting of investigation reports, letters and executive reports.
• Excellent verbal communication skills, including the ability to communicate with staff at all levels of the organisation, service users and members of the public.
• Working understanding of Customer Duty and ICOBS requirements
• Ability to manage and deescalate aggressive behaviour.
• Ability to demonstrate empathy, tact, and firmness across a range of situations.

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.