Job Description
Complaints Handler
*Remote Opportunity*
Either based in our Ipswich waterfront office or working remotely, the purpose of this role is to assist with the adherence of the GB UK complaints policy. To ensure that all complaint practices, procedures and systems comply with internal procedures and relevant regulations.
Primary Responsibilities:
· Review, log, update close all complaints into the relevant databases (Promapp, Organiser, Caresmart).
· Monitor all complaints to ensure they are dealt with in line with the internal policies and procedures and regulatory timescales
· Ensure Lloyd’s and FCA guidelines are complied with on all complaints.
· Liaising with and forming professional working relationships nominated contacts and Senior Management for all Gallagher Bassett divisions
· Reviewing / compiling and issuing Summary Resolution Communication letters on informal complaints
· Reviewing / compiling and issuing Stage 1 Response / Final Response Letters on formal complaints
· Report complaints to the relevant insurers / regulators as required, and respond on any queries raised.
· To be pro-active in dealing with enquiries from employees regarding complaints, referring the matter to a senior colleague or FCA representative where appropriate.
· Identify and highlight required short term and long term actions following conclusion of a complaint.
· Daily management of the Complaints Mailbox
· Providing a quality customer service experience for our internal and external customers
· Comply with all Gallagher Bassett and office procedures
· Any other duties as required by Gallagher Bassett
Essential Skills:
· Understanding and knowledge of relevant regulatory rules (e.g. Lloyds and FCA rules and guidelines, DPA regulations)
· Detailed understanding and knowledge of general insurance and underlying legal principles.
· Detailed understanding and knowledge of all company specific procedures.
· Ability to prioritise and organise own workload to ensure that deadlines are adhered to.
· Ability to work under pressure and without supervision.
· Ability to liaise with colleagues when appropriate.
· Ability to develop and sustain relationships with both internal and external customers.
· Abilities to construct effective written communications, including letters and reports.
· Confident and effective telephone skills.
· Full training in the role will be provided, with regular on-going training, reinforced by progress towards CII qualifications.
Why Gallagher Bassett?
As the premier multiline claims services provider in the world we help people, companies and organisations around the globe improve their claims experience. Gallagher Bassett are a Third Party Administrator, providing claims and risk management services on behalf of our clients within the Commercial and Local Authority Sectors.
We have a number of departments within Gallagher Bassett, enabling you to progress your career in whichever direction you desire. We welcome the option to work in any of our office locations across the UK as follows:
· Tamworth
· Blisworth
· Llantrisant
· Ipswich
· Chelmsford
· Horsham
At Gallagher Bassett, we are proud of our company values; we value our people as our most important asset. We invest substantially in training and provide long-term career opportunities, to ensure that our employees are equipped with the knowledge and skills to perform at their best.
By joining Gallagher Bassett, you are joining a global organisation who will present opportunities that not only enable our company to remain an industry leader but also provide employees with limitless possibilities for success and personal growth.
What can Gallagher Bassett offer you:
· Fully funded Qualifications, and Learning and Development Courses
· 25 Days Annual Leave, Plus Bank Holidays
· Pension Package
· Subsidised Gym Membership
· Life Assurance
· Group Income Protection
· Season Ticket Loans
· Gallagher Benefits Choice Portal
· Employee Stock Purchase Plan
Do you feel you meet the criteria for the position of Complaint Handler? If so, we encourage you to apply today.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Should you be successful, you will be subject to a variety of checks including: a basic DBS disclosure and references.
Job Types: Full-time, Permanent
Benefits:
- Company pension
- Cycle to work scheme
- Free flu jabs
- Gym membership
- Life insurance
- Private dental insurance
- Sick pay
Schedule:
- Day shift
- Monday to Friday
- No weekends
Work Location: Remote
Reference ID: 102023
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