Complaints Handler

Complaint Handler - Home Claims

Location : Remote

Length : 6 months

IR35 : Inside

Lorien's leading Insurance Client is looking for several Complaints Handlers to join them on an initial 6 month contract basis working remotely.

This role is looking for people who have experience within customer service, specifically complaints handling within Home and Property sectors.

As a case handler, responsible for home claims property complaints, you’ll own the problem and use your analytical skills to investigate and gather evidence on what’s happened. Speaking up and asking questions, whilst remaining impartial, will help you determine what the right resolution is. And doing all of this, in an efficient and prompt way, within regulatory guidelines, will help get things back on track for our customers.

What you'll be doing :

• Achieve good outcomes for your customers that are right first time, whilst adhering to all FCA Consumer Duty and regulatory requirements, and ensure that these are in line with our assurance handling requirements
• Take the initiative by being relentless in solving problems, making thorough investigations including understanding the customer impact and any vulnerability, to support you making informed decisions on what is right for both the customer and the company
• Follow our problem handling standards including evidencing and record keeping ensuring all complaint files are consistent, clear and easy to understand the story, for any reader, internal and external
• Achieve efficiency and meet productivity targets in complaint handling and prompt customer resolutions by adhering to the structured day and task management process and customer contact guidelines
• Ensure you keep your product knowledge up to date through effective use and review of policies, processes, and tools available to you
• Provide appropriate and effective feedback, both positive and developmental, to help improve frontline business and associated service providers complaint-handling
• Achieve and maintain the required level of performance against KPI minimum standards
• Strive for favourable FOS upheld rates, while reviewing your own and the wider department’s decisions, whether overturned or upheld, to apply learnings to future cases

What we're looking for :