Complaints Handler

Birmingham | Haywards Heath | London | Full Time- Permanent

Posted: 07/07/2021
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Closing on: 30/07/2021

Job summary

At Bought By Many we understand the importance of resolving customer concerns as speedily and fairly as possible. As a complaint handler you will be responsible for investigating and responding to regulated complaints about our claims experience, as well as supporting the wider operational teams as they handle complaints. You will use your knowledge and insight to feed into the wider CX on how we can continue to improve the overall experience we provide for our customers.

Your key responsibilities

  • Undertake independent investigations of complaints, considering all appropriate information and evidence, document in the complaints system and send final response letters in compliance with FCA DISP rules 1.6.
  • Ensure fair and appropriate outcomes for each customer considering their individual personal circumstances and the impact on them of the cause of their complaint.
  • Work collaboratively with colleagues across the company to promote awareness of how to address individual customer dissatisfaction and resolve issues; and how to use themes of the root causes of dissatisfaction to drive overall improvements for all customers.
  • Guide and advise members of the frontline customer facing teams to resolve complaints and potential complaints at the earliest opportunity; this may involve providing training in the moment using the examples they are working on.
  • Liaise with frontline team members and Team Leaders to provide feedback on their handling of complaints and give guidance on where improvement can be made in both handling and outcomes / decisions.
  • Assist in the creation and delivery of complaint training to frontline operational teams, as necessary. Feed into the development of this training using knowledge gained when assisting the teams on a day-to-day basis and understanding where there are gaps.
  • Liaise with the Financial Ombudsman Service and gather and submit files to them as requested. Ensure that learning from each FOS case is shared within the Customer Experience team and the frontline teams and work with the Complaints Lead where necessary to share the learning more widely across the organisation.
  • Ensure you are compliant with all company polices and regulatory requirements with a particular focus on FCA DISP rules, Vulnerable Customers and Treating Customers Fairly.
  • Continuously look for ways to innovate and improve our customers’ experience and share with your CX colleagues in order that your valuable insight can be fed into overall improvement activities.
  • Deputise for Complaints Lead when necessary and commit to learning about CX as a wider discipline outside of your complaint handling duties.

 

How you’re measured

Here are a few of the skills we are looking for in this position. Don’t worry if you don’t tick every box as it’s important for us to support you in your role and help you to develop along the way.

  • You will have worked in the claims function of a financial services customer facing role, typically for at least two years.
  • You will have had exposure to handling a range of complaints, either standalone, or as a part of a wider claims handling role, typically for at least one year.
  • You have a basic understanding of FCA DISP rules and processes.
  • You have a firm grasp of the ethos and practical application of TCF principles and knowledge of Vulnerable Customer regulation.
  • A good quality of written and verbal communication in English, including composition skills. This could be indicated by English GCSE minimum pass grade of a A/B/7 or equivalent.

What you bring

Knowledge

  • Quality is second nature to you, and you take pride in your attention to detail.
  • You have a strong investigative streak with an ability to think beyond the script and creatively solve issues.
  • A good understanding of insurance, preferably pet insurance.
  • A keen sense of honesty and fairness which drives your decision making.
  • You have a polite and friendly telephone manner, with a good grasp of conflict handling.

Download the Job Description here.

Bought By Many is making the world a better place for pet parents. Award-winning innovative technology and exceptional customer service are at the heart of our offer: we now rank 30th on the Tech Track 100 (2020) and we won the Insurance Choice Awards (2020) for both Best Pet Insurance Provider and Innovation of the Year. We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come.

Our latest Series D funding round was $350m which values us at $2bn. All this was made possible by the hard work from our incredible colleagues around the world; and we’re excited to embark on the next stage in our journey. Our company is fast-paced, respectful, fun-loving and (most importantly) passionate about pets and their well-being.

We think big and we can only do that if we have a wonderful array of different people with different lived experiences and backgrounds, bringing their whole self to work every day. Throughout the business, you will meet people who think differently, aim for impact, and love to try new things.

What it’s like to work here?

Our company is fast-paced, respectful, fun-loving and (most importantly) passionate about pets and their well-being. We think big and we can only do that if we have a wonderful array of different people with different lived experiences and backgrounds, bringing their whole self to work every day. Throughout the business, you will meet people who think differently, aim for impact, and love to try new things. 

Our physical offices are bright and open with plenty of treats and extras and we provide practical support and best-in-breed kit for homeworking.  We are a connected and sociable business and like to spend time together in regular fun activities, both online and in person (when we can!).

We work together as one team and we share the same values:

  • Show you care
  • Do the right thing
  • Work in partnership
  • Dare to think big
  • Be tenacious and be fast

Award-winning innovative technology and exceptional customer service are at the heart of our offer: we now rank 30th on the Tech Track 100 (2020) and we won the Insurance Choice Awards (2020) for both Best Pet Insurance Provider and Innovation of the Year.

Our latest Series D funding round was $350m which values us at $2bn.  All this was made possible by the hard work from our incredible colleagues around the world; and we’re excited to embark on the next stage in our journey. We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come. 

Salary

Up to £25,000


Benefits

Generous company benefits such as private health insurance, cycle scheme, 25 days holiday and more.


Hours of work

Monday to Friday 09:00-17:30


Line manager

Customer Support Manager


Locations

Alpha Tower, Suffolk Street Queensway, Birmingham B1 1TT

Oakfield House, 35 Perrymount Road, Haywards Heath, West Sussex, RH16 3BW

Unit 1B, 1-10 Summers Street, Farringdon, London EC1R 5BD

Apply for Role

Submit your details and CV here to apply.

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If you were referred to this opportunity by someone who works here, please let us know their name.
To create an insurance policy that actually makes insurance better for everyone, companies need to look beyond just making things clearer and fairer.
Guy Farley, CTO & Co-founder