Complaints and Claims Officer

Are you ready to make a difference? Neilson Financial Services provides the UK market with a selection of innovative customer focused life insurance products. We distribute a range of comprehensive, affordable life insurance products that allow UK families to get the life insurance protection they need for complete peace of mind. A cornerstone of the Neilson business is our UK based Complaints and Claims team who are looking for an experienced customer focused individual with excellent written and verbal communication skills. Key day-to-day duties will include: Handle all complaints and claims at the point of escalation Ensure all logs are updated frequently and accurately Plan, organise and prioritise workloads to meet regulatory deadlines and internally agreed service levels Assess the individual set of circumstances to each case assigned Liaise with the customer on an on-going basis (both by phone and through written correspondence) keeping them informed of the progress of the case Liaise with other business areas where relevant and maintain records of all correspondence, decisions and rationale Manage and liaise with external stakeholders where appropriate as well as compiling case files and relevant information required Support/complete root cause analysis where required and provide feedback and remedial suggestions to relevant business areas To be successful in this role you will need to have: Excellent communication, interpersonal and customer services skills with a demonstrated ability to correspond both verbally and written to exceptionally high standards Strong customer service experience A hands on, common sense approach to day to day work related matters Ability to operate well under pressure Strong attention to detail Ability to multitask effectively whilst maintaining a high level of quality Knowledge of Financial Services compliance requirements Ability to communicate complaints effectively with external companies and compile relevant data Ability to manage external stakeholders using the agreed means of communication The NFS difference: A values driven business with great products, people and culture Fresh approach to new and innovative ideas Competitive salary Close team interaction and lots of fun - great vibe The successful candidate for this role will have an ambitious and entrepreneurial drive to succeed. It is essential that you are customer focused, team spirited and results driven with the ability to achieve targets whilst understanding the importance of compliance.