Claims Complaints Handler

at  The Granite Group

A fantastic opportunity for a motivated, customer-centric individual to join an exciting and growing Claims department has become available.
Reporting to the Complaints Team Leader, you will be responsible for managing and resolving a portfolio of customer complaints whilst effectively liaising with the financial Ombudsman Service. The complaints will be in relation to motor insurance claims in line with Consumer Duty, delivering high levels of customer satisfaction and maintaining the reputation of our company.
Role: Complaints Handler
Location: Sevenoaks with hybrid working/ Remote
Working hours: 37.5 hours, Monday to Friday from 9am to 5:30pm
Salary: £25,000 – £32,500 per annum plus bonus of £2000 potential achieved quarterly

• Handling customer complaints regarding motor insurance claims, ensuring timely and professional communication throughout the process.
• Investigate and assess the validity of complaints, reviewing relevant documents, policies, and claim details to gather all necessary information.
• Liaise with internal departments, such as claims adjusters, underwriters, and legal teams, to gather additional information and resolve complaints effectively.
• Conduct thorough investigations into complaints, including reviewing claim files, policy documents, correspondence, and any other relevant materials.
• Communicate with customers and relevant parties involved in the claim to understand their concerns fully and provide updates on the complaint resolution process.
• Work closely with the claims team to ensure that all complaints are addressed promptly and in compliance with regulatory requirements.
• Provide comprehensive and accurate responses to customers’ complaints, explaining claim decisions, and offering appropriate resolutions or compensation when necessary.
• Maintain detailed and accurate records of all complaint handling activities, ensuring adherence to data protection and confidentiality policies.
• Collaborate with the complaints team to develop and implement strategies for improving customer satisfaction and reducing complaint volumes.
• Ensuring that complaints are resolved to mitigate FOS escalations. Where FOS escalations have been made, handle and correspond with the Financial Ombudsman Service to resolve the complaint.