Complaints Handler
Complaints Handler
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Job Description
Team Member Serving
Working Pattern - Hybrid 2days per week in the Vitality Stockport Office.Full time 40 hours per week.
Top 3 skills needed for this role:
- An eager positive and proactive approach
- Problem-solving skills and thrives working under pressure
- Strong organisational skills
What this role is all about:
Providing the highest level of customer service to our members. This role requires versatility attention to detail and excellent oral and written communication skills to aid in the resolution of escalated complaints at the earliest opportunity. You will proactively take and maintain ownership of complaints until resolved. You will carry out thorough investigations identify and address each issue raised deliver outcomes over the phone and provide complainants with accurate written summaries of complaints.
Key Actions
Run reports from multiple systems to create accurate and meaningful statistical information in respect of risk exposure and distribute these to management to enable them to manage risks accordingly within their business area
Providing the highest standard of customer service adhering to Treating Customers Fairly principles and working to FCA guidelines.
Liaising with other Customer Service Managers/Service Executives to ensure that all complaints received by the business are handled effectively and comprehensively within a timely manner prioritising own workloads. Maintenance of shared mailboxes.
Identifying and differentiating between reportable and non-reportable complaints. Logging and maintenance of complaints and generating reports within our in-house complaints management system Respond.
Taking and maintaining ownership of complaints escalated or referred to you resolving them at the earliest opportunity ensuring all actions relating to the resolution are carried out.
Using excellent communication skills to identify all elements relating to each complaint. Carrying out thorough investigation recording accurate notes and ensuring all issues are addressed and outcome delivered to the complainant.
Providing compensation when necessary and in line with Redress guidelines. Logging any ex-gratia/manual payment requests and authorising other colleagues requests.
Using strong written skills to effectively communicate the handling of complaints to complainants. Ensure that all letters are generated in accordance with TCF and FCA regulations providing FOS referral details where appropriate
Identifying and highlighting opportunities to reduce complaint volumes
Being a champion for change and supporting management decisions contributing towards the achievement of own and team objectives by maintaining a great team spirit providing support and coaching to colleagues.
What do you need to thrive
Essential
5 GCSE grades A-C including English and Maths
At least 2 years customer service experience in a fast-paced working environment
PC literacy
Strong knowledge and application of Microsoft Office programs including Word
Excellent written and oral communication skills
A passion for customer service
An eager positive and proactive approach
Problem-solving skills and thrives working under pressure
Strong organisational skills
Keen attention to details
Desirable
Complaint handling accreditation
Knowledge of FCA guidelines
Previous professional experience of working as a complaints handler
- Bonus Schemes A bonus that regularly rewards you for your performance
- A pension of up to 12% We will match your contributions up to 6% of your salary
- Our award-winning Vitality health insurance With its own set of rewards and benefits
- Life Assurance Four times annual salary
These are just some of the many perks that we offer! To view the extensive range of benefits we offer please visit our careers page.Fantastic Benefits. Exciting rewards. Great career opportunities!
- Help you to be the healthiest youve ever been.
- Create an environment that embraces you as you are and enables you to be your best self.
- Give you flexibility on how where and when you work.
- Help you advance your career by playing you to your strengths.
- Give you a voice to help our business grow and make Vitality a great place to be.
- Give you the space to try fail and learn.
- Provide a healthy balance of challenge and support.
- Recognise and reward you with a competitive salary and amazing benefits.
- Be there for you when you need us.
- Provide opportunities for you to be a force for good in society.
We commit to all these things because we want you to feel that you belong and are supported to be happy and healthy.
About You
About Us
Were really excited to announce that we have recently been awarded Top 10 Best Places To Work in The Sunday Times Awards 2024!
Vitality is a multi-award-winning UK insurance brand here to make the world a healthier happier place.
Weve been a purpose and values-driven business from day 1- long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives. Vitality pioneered shared-value insurance. We incentivise people to live healthier longer lives they benefit our business benefits and society benefits. Were successful because we attract develop and retain the best people and because we care.
At Vitality were committed to diversity and inclusion because its good for our employees for our business and for society. We welcome applications from individuals of all backgrounds experiences and perspectives.
Vitalitys approach to sustainability
Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more please visit our Careers page. #LI-Hybrid
If we are fortunate in receiving a high volume of quality applications we may need to close this vacancy early. If you are interested please submit your application as soon as possible.
Employment Type
Full-Time
