Complaint Handler

Salary: £27,000 – £28,800 per year

Do you have insurance experience?

Do you have complaints experience?

02981 Complaints Handler Tonbridge £22.500 – £24.000 pa TN9 1PP

We are looking for a complaints and customer service executive to join our team in Tonbridge 

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 

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

The ideal candidate will have previous experience in the following 

Complaints handling 

Insurance experience

This position allows you to work from home and the office 

£27,000 – £28,800 pa

BENEFITS:

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

We pay £25 premium 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.