Complaints Resolution Manager

Description:

Complaints Resolution Manager

Location: Bromley (Hybrid working available if desired)

Salary: £Negotiable

Camberford Underwriting, a key part of the Brown & Brown (Europe) group, are actively looking to recruit a Complaints Resolution Manager to join their team.

As a crucial link between the company, the insurer, brokers and customers, you will use strong communication skills to listen empathetically to grievances, investigate the circumstances leading to each grievance before reaching a fair and informed decision as to whether the complaint should be upheld.

Moreover, you will play a pivotal role in identifying recurring issues, contributing to process improvements, and maintaining customer satisfaction levels. You will produce reports and MI on a regular basis, both internally for the Exec Team and where required, externally for insurers and regulators, providing transparency and insight into the complaint resolution process.

Key duties:

Receive, log, acknowledge and investigate complaints, gathering all necessary information and evidence to reach fair and informed decisions
Listen empathetically to grievances and clearly outline to complainants the actions that you will take to arrive at a decision within regulatory timelines.
Document findings in plain English, acknowledging where service has been below standard.
Convene meetings of key SMEs to decide and document the level of redress to be offered to customers, if required and in line with guidance from the FOS.
Act as the referral point for authorised complaint handlers who are unable to resolve complaints at first point of contact within the 3 day deadline
Liaise with insurers where we have no or limited complaint handling authority or where the limits of our delegation are reached
Be the point of contact for FOS complaints; responding to all requests promptly and fully
Liaise with the wider stakeholder group to share best practice, themes and trends and encourage positive process changes particularly around FOS learnings
Support and coach team leaders and authorised complaint handlers to achieve a consistent and high quality approach to complaint handling; challenging the team to get to the core of any errors or improvements in collaborative group discussions
Ensure complaints are recorded accurately within a system and the complaint file is organised and kept updated for review by those permitted to access complaints data
Deliver against key performance metrics and deadlines
Be able to manipulate data, produce and distribute required complaints MI and report trends identified.

What we're looking for:

Previous experience in a Complaints or Customer Relations role within an insurance business
At least 5 years' experience of handling property and commercial claims
Sound knowledge and understanding of external regulatory bodies such as the FOS, ICO and FCA, including a special focus on FOS decisions, Consumer Duty and TCF.
Excellent communication and interpersonal skills, with the ability to empathise with customers and diffuse tense situations.
Confident communicator at all levels within the business, building trusted relationships with Claims and Underwriting teammates, Risk and Compliance colleagues and Director level stakeholders.
Ability to identify and recommend solutions to improve processes and operational practice
Managing your own workload whilst balancing the needs of your stakeholders and showing resilience through periods of high workload
Strong attention to detail and analytical skills, with the ability to effectively investigate and resolve complaints.
CII qualified to Diploma level or higher an advantage
Experience of underwriting home and commercial property risks an advantage

For more information please apply online or contact Dan Hurley