Financial Ombudsmen Claims

Salary: £26,000 – £30,000 per year

Do you FOS experience?

Do you have financial Ombudsmen Claims Handler experience

?

Do you want the flexibility to choose to work from home?

02998 Financial Ombudsmen Claims Handler Tonbridge £26,000 – £30,000 per year 

To provide a high level of customer service to policy holders, ensuring that any escalated complaints are thoroughly understood, reviewed and investigated (across departments where necessary), and that any customer issues are resolved effectively and efficiently in a timely manner, with a high degree of compassion 

We’ll need you to be able to:

Taking ownership of a portfolio of complaint claims, from the escalation of the complaint to satisfactory resolution

Providing excellent complaint call handling service to policy holders

Building policy-holder confidence by developing rapport and attentively listening to details of the issues and resolving them in line with the policy expectations and the Company Values

Contribution towards continuous improvements within the department through provision of route cause analysis to the Team Leaders with a view to reducing the number of complaints received

Constantly seeking improvements in how we deliver excellent customer service

Ensuring that SLA’s and KPI’s are met and maintained consistently

To undertake any individual or team task or activity reasonably requested and in line with the company values.

.

We’re Looking for:

Skills required 

Good spoken and written communication skills

Confident telephone manner

Accuracy and attention to detail

Tact and assertiveness when dealing with customers who may be distressed or angry.

Ability to understand and follow internal processes but ability to use common sense approach on claims.

Ability to work well under pressure and meet deadlines

PC literate with good administrative skills.

Excellent organisation and time management skills

Strong questioning and listening skills.

Ability to understand the customer`s perspective, with a natural ability to build a strong rapport with them 

Ability to take on increased ownership and responsibility when necessary.

 Drive / motivation 

A passion to deliver a first-class customer service 

Enthusiasm for working in a fast-paced, targeted environment

Drive and enthusiasm for meeting targets

Empathy and understanding

Confidence & a professional attitude

Confidence & a professional attitude

Confidence & a professional attitude

Experience / knowledge 

Significant experience in a customer facing role required

Qualifications

Secondary education with qualifications in Maths and English, or demonstrable ability in numeracy skills & written English. 

looking for somebody with FOS experience, strong written communication, good attention to detail, good investigative skills and ability to pick up the relevant argument is essential. Understanding of complaints in a home insurance claims environment is important too. Desirable complaints experience at FOS level with home insurance claims (ideally, escape of water or theft). 

BENEFITS:

We are currently building our own fully equipped gym in Tonbridge office, which will be available to all employees Monday to Saturday.

We Salary: £26,000 – £30,000premium for great customer service, i.e. every 5* review received in their name on Google or Trustpilot. 

We pay discretionary performance-based bonuses every May, which is capped to 10% of the annual salary. 

We heavily invest in talent management! Currently have 10 employees studying CII, 5 will start shortly Surveying degree (level 6) course, 3 studying surveying level 3 and 1 employee studying public relations. We are delegating at least 10 employees a year to get a fully funded professional qualification.

We have a standard pension scheme with People Pensions.

Big parking, and we are located very close to Tonbridge Station (10 minutes’ walk). We are 2 minutes away from big Sainsburys, and 5 minutes away from town centre. 

Offering free Coffee/team facilities

Great Social events, such as Summer Party and Christmas Party. We also do a lot of charity and social events through the year.

Drive / motivation 

Helpfulness and a passion for customer service

Drive and enthusiasm for meeting targets

Empathy and understanding

Confidence & a professional attitude

Experience / knowledge 

Experience of working in an insurance claims handling role is essential, whether from the repairs or the claims side. 

Ideally will have knowledge of the building repair process from drying through to completion, or good knowledge of the escape of water peril.

Qualifications

Secondary education with qualifications in Maths and English, Must be numerate.