Complaint Analyst

Job Title: Complaint Analyst

Salary: GBP21,000 - GBP21,500

Contract: Permanent

A fast paced and interesting role dealing with the investigation and resolution of administration complaints across the companies books of business. Maximise number of telephone complaints to deliver excellent customer outcomes. Analyse complaints to identify key root cause and complaint reduction opportunities. Adhere to and help develop best practice whilst adhering to regulatory requirements.

Key Role Responsibilities

• Use proven customer service skills to resolve administration and service complaints in a manner that is consistent with best practice, whilst supporting TCF and adhering to regulatory requirements.

• Convey decisions to clients both verbally and in writing, promoting clear communication with customers to assist with swift and satisfactory case resolution.

• Liaise and build relationships with our internal and external customers, whilst being an advocate for Service Resolution at all times.

• Provide an assessment of the implications to companies following investigation of the complaint; and suggest corrective action as appropriate.

• Identify areas for improvement within companies current processes and procedures during the course of an investigation and implement any appropriate remedial action to ensure that we learn from our mistakes.

• Recommend and authorise redress (refund of premiums, interest, ex-gratia payments and other disbursements to complainants), within agreed authorisation limits.

• Support companies Treating Customers Fairly (TCF) culture and pay due consideration to the TCF values and principles relevant to Complaints Handling at all times.

Skills

• Ability to make effective decisions under pressure.
• Excellent communication skills and ability to adapt to different customer profiles and internal audience.
• Ability to think analytically and should be a problem solver.
• Ability to gather and interpret relevant data and information
• Able to multi-task and switch priorities to suit changing business needs.