Complaints Officer

About the role

The Complaints Officer will be responsible for effectively resolving and co-ordinating customer complaints and reporting processes within regulatory timelines in an award winning, fast growing, and exciting company providing animal insurance.

Main responsibilities and duties:

• Complaints Co-ordination – Ensure that all complaints received are correctly identified, logged, acknowledged and responded to within FCA regulatory timelines
• Thoroughly investigate and respond to customer complaints in line with The Financial Conduct Authority’s (FCA) regulatory expectations, Agria’s internal complaints handling policy and processes and the requirements of the Financial Ombudsman Service
• Collaborate, provide support and complaints advice to operational areas as required
• Support the production of Complaint Management Information and regulatory reporting
• Act to deliver a good customer outcome and have the customer’s interests at heart
• To draft and issue final response letters on resolution of complaints
• Complete root cause/trend analysis and report on findings, along with recommendations to  reduce complaint volumes or to improve business policy, process and Terms & Conditions
• Collate information for provision to the Financial Ombudsman Service (FOS) and draft any  necessary accompanying documentation/complaint summary
• Identify training needs and knowledge gaps through complaints analysis 
• Design & deliver Complaints handling training to Operational areas as required
• Adhere to Health & Safety requirements & legislation at all times
• Adhere to the FCA Conduct Rules applying to this role
• Be fully conversant and adhere to company and departmental policies and procedures all times
• Carry out additional duties as requested by management to meet business needs
• Attend and undertake relevant training, meetings and company events as required and to meet annual Continuing Professional Development requirements 

N.B: This job description is designed to outline a range of main duties and responsibilities that may be encountered. It is not designed to be an exhaustive list of tasks and can be varied in consultation with the post holder in order to reflect major changes in the job role or within the organisation.

Qualifications, Skills & Experience:

Essential experience

• At least 2 years’ experience dealing with customer complaints in an FCA regulated financial services company including preparation of case files for and ongoing liaison with the Financial Ombudsman Service
• Good understanding of FCA’s complaint handling rules (DISP) and Consumer Duty outcomes

Preferred experience

• Experience working within an Insurance company or broker
• Extensive knowledge of animal insurance products particularly small pet and equine

Required skills

• Strong customer service skills 
• Effective questioning and listening skills
• Precise comprehension and ability to communicate clearly in both verbal and written form
• Attention to detail and a desire to “get it right first time” 
• Computer literate (MS Office) with keyboard skills
• Ability to work under pressure and to tight deadlines
• Reliable with a sense of responsibility 
• Ability to work to agreed performance targets
• Ability to work independently, particularly when working from home, and as part of a team
• Good organisational and interpersonal skills
• Demonstrate flexibility regarding working hours in order to meet business needs
• Versatile, with the ability to adapt quickly to the changing needs of a rapidly developing business
• To have a genuine interest in the health and wellbeing of animals