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Group Complaints Manager

Group Complaints Manager

Posted 17 March by Michelle Denny Recruitment
Featured Ended
£30,000 - £35,000 per annum, negotiable
Diss , Norfolk
Permanent, full-time
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Posted by Michelle Denny Recruitment
Michelle Denny Recruitment is working alongside Lexham Insurance in Diss to find an experienced Group Complaints Manager for their newly created role.  With a salary package up to a negotiable £35,000pa, this role is offered on a hybrid or office-based basis.
 
 
As the Group Complaints Manager, you'll be at the forefront of customer service efforts, 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:
 
  • 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 various 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.
 
Person requirements:
 
  • Previous experience in a similar role within the insurance or financial services industry is highly desirable.
  • Excellent communication and interpersonal skills, with the ability to empathise with customers and diffuse tense situations.
  • Strong attention to detail and analytical skills, with the ability to effectively investigate and resolve complaints.
  • Knowledge of regulatory requirements governing the insurance industry (eg FCA guidelines) is advantageous.
  • Proven ability to work under pressure and manage multiple priorities in a fast-paced environment.
  • A customer-centric mindset and a commitment to delivering exceptional service at all times.
 
Why apply?
 
  • Competitive salary package of a negotiable £35,000pa, with opportunities for career advancement and professional development.
  • Dynamic and supportive work environment, where your contributions are valued and recognised.
  • Chance to make a meaningful impact by helping continuously improve Lexham’s customer experience.
 
If you're ready to take on a rewarding challenge and play a pivotal role in shaping the business’ customer experience, we would love to hear from you!

Apply now to join the team as Group Complaints Manager and embark on a journey of growth and success.  Please make contact with Michelle Denny or simply apply online.

Reference: 52327804

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