Customer Resolutions Investigator

Posted 6 days ago by Red Jacket Recruitment Easy Apply

Job Title: Resolutions Investigator

Reports to: Compliance Manager

Company Location: Salisbury Wiltshire

Principal Responsibilities:

  • To be fully familiar with the company’s products and policies.
  • To investigate fully complaints received by the business. This will involve getting to the root of what has happened in each case in a methodical manner in order to make a judgement on what needs to happen and under the direction of the Compliance Manager, to share the outcome with the policy holder in an appropriate way.
  • To prepare well drafted and articulate acknowledgements of complaints, interim letters where required and final company decisions to policy holders in writing following investigation of complaints.
  • To make contact with policy holders by telephone and have the ability to converse in a polite and appropriate manner when investigating and/or advising complainants in relation to the resolution of complaints.
  • To assist with the complaints mailbox enquiries from the company underwriters and/or policy holders and other teams across the business.
  • To assist in day to day administrative tasks such as maintenance and updating of the complaints log, file collection and scanning.
  • To work to targets to ensure compliance within FCA guidelines.
  • To be fully familiar with the company’s software systems to ensure these are used correctly to maintain accurate records of all stages of the complaints process.
  • To demonstrate an excellent knowledge of the FCA complaints handling rules and guidance and to remain updated on general changes to regulation.
  • To demonstrate an excellent knowledge of the FOS complaints processes and to keep updated with trends in responses provided by the FOS to complaints within the pet insurance industry.
  • To carry out other duties consistent with the post as may be required.

Required Skills, Qualifications & Experience:

  • Previous complaint handling experience within an insurance environment
  • Knowledge of FOS complaints regulations and processes
  • Understanding of TCF/conduct risks and their role in complaint resolution
  • Knowledge of the Dispute Resolution: Complaints (DISP) of the FCA handbook.
  • Strong analytical approach and problem solving skills.
  • Excellent Verbal and written communication skills with attention to detail.
  • Ability to demonstrate good decision making skills in relation to complaint outcomes


  • A background with veterinary knowledge.
  • Good IT skills

Required skills

  • Analytical Skills
  • Decision Support
  • Dispute Resolution
  • Written Communication
  • Complaint Management

Reference: 33961743

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