Complaints handler

JobsCloseBy Editorial Insights

Allianz Partners seeks a customer focused Complaints Handler for a full‑time on‑site role in Croydon. Reporting to the Customer Service Manager, you will own complaints across Travel Insurance, Roadside Assistance and Home Emergency, handle calls and emails, log each interaction within FCA timescales, and draft Final Response Letters. You’ll investigate with colleagues, escalate when needed, and ensure decisions meet quality standards and SLAs while adhering to DISP, DPA and FCA rules with AI enabled tools. Essentials: professional appearance, English and Maths GCSE, proven complaint handling and letter writing, strong organisation, PC literacy, autonomous problem solving and resilience. Desirable: A levels, insurance background, FCA knowledge. Tip: tailor your CV to show measurable outcomes and experience in an AI driven environment.

Reporting to:                           Customer Service Manager

Department:                            Customer Service

About the role

We’re looking for someone who is passionate about offering the a highest level of customer service including taking ownership when talking to customers over the phone and by email. You will be tasked to resolve customer complaints across multiple lines of business including Travel Insurance, Roadside Assistance, Home Emergency. 

Hours

Thirty-five hours per week, Monday to Friday between the hours of 8am and 6pm. These hours may vary in line with business needs

What you will do

Key Responsibilities

• Answer inbound customer calls and emails as per the daily schedule
• Handling difficult conversations in a sensitive and professional manner with customers over the telephone
• Record all complaints  accurately on to the complaint management system, in line with FCA timescales and department SLAs, including keeping a log of all activity with comprehensive and accurate notes
• Ownership of complaint casework, including but not linted to;

1. 1. Ensuring that customers are responded to in a timely manner
   2. Complaints are fully investigate, working with other parties where required
   3. Making decisions to fully resolve the customer complaint with a focus on quality

• Work in an organised fashion to ensure productivity and effective case management.
• Write customer facing letters, including a ‘Final Response Letter’ when closing a complaint.
• Work to ensure that the highest level of service is consistently delivered to the customer.
• Achieve individual productivity and quality targets and SLA’s set by your manager.
• Adhere to TCF, DPA, and Financial Conduct Authority (FCA) guidelines, specifically dispute resolution (DISP), expanding to new Consumer Duty rules and regulations coming in 2023
• To escalate issues, where appropriate, to the Customer Service Team Manager with recommendations of action to be taken
• AI Readiness-   Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use. 

What you will bring

The following are essential:

• Professional appearance in-line with a corporate environment
• Good standard of general education; English and Maths A-C GCSE or equivalent
• A proven track record of delivering high standards of customer care in a similar role
• Experience of dealing with high level customer complaints
• Excellent letter writing skills, telephone manner and attention to detail
• Organised with strong administration skills
• PC literate and well versed in using MS Office packages, such as Word
• Ability to problem solve autonomously or as part of a team
• Self-motivated and enthusiastic
• Flexible, with the ability to adapt to changing requirements
• Able to work under pressure in order to meet strict work timescales

The following attributes are desirable:

• A’ Levels or equivalent
• Insurance/Motor background experience
• Dealing with customer complaints
• Working knowledge of the FCA

How We Hire then below it Allianz Partners does not accept unsolicited CV’s or approaches from agencies. We only work with partners on our approved supplier lists, under contract. Any unsolicited submission will not be considered. 

101337 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. 

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. 

Join us. Let's care for tomorrow.