Complaints Handler

The role will involve taking initial calls from complainants, gaining an understanding of the full scope of the complaint and then liaising as necessary for the complaint to be investigated and resolved. The job holder will also be required to draft and issue initial acknowledgement and final resolution letters in a format which complies with the FCA regulations and to also liaise with Insurer Customer Relations Teams to provide updates on progress with investigation and resolution of complaints. The role will also require some involvement in the preparation of complaint MI for internal and external distribution.

The jobholder will have a thorough understanding of the requirements of the FCA regulations in relation to the handling of complaints and will be a team player and have excellent verbal and written communication skills.