Claims Complaints Handler at The Granite Group
Liverpool, England, United Kingdom -
Full Time


Start Date

Immediate

Expiry Date

10 Feb, 25

Salary

32500.0

Posted On

18 Jan, 25

Experience

1 year(s) or above

Remote Job

No

Telecommute

No

Sponsor Visa

No

Skills

Good communication skills

Industry

Insurance

Description

As a Claims Complaints Handler you will be responsible for managing and resolving a portfolio of customer complaints related to motor insurance claims in line with Consumer Duty, delivering high levels of customer satisfaction and maintaining the reputation of our company.
Job title: Claims Complaints Handler
Location: Liverpool or Sevenoaks
Working hours: Monday to Friday, 37.5 hours a week, between 8:30am to 5pm
Salary: £25,000-£32,500 plus an achievable annual bonus of £2000, paid quarterly

Responsibilities
  • Receive and acknowledge 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
  • Analyse complaint trends and identify areas for improvement in claim handling processes, escalating systemic issues to management for appropriate action
  • 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
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