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Job Description

Do you have experience in dealing with customer complaints within financial services/insurance? Then we have new opportunity working for a long established organisation based in Southend on Sea, Essex

We are recruiting for a Customer Complaint Handler for a Southend on Sea, Essex based long standing organisation in the insurance sector.

As a Customer Complaint Handler you will report to the Customer Care Team Manager and will be responsible for investigating, resolving, and responding to complaints received via a variety of channels including telephone, email, letter, and live chat.  As a Customer Complaint Handler the key objective is to deal with complaints in a timely and fair manner whilst adhering to business and regulatory guidelines.

Key Responsibilities

  • To ensure that all complaints are handled within timescales & FCA guidelines maintaining a
  • high standard of response which is accurate, concise and professional
  • Maintain appropriate records relating to all complaint activity using internal systems
  • To provide a high-level overview of urgent/priority cases where required to the Senior
  • Management Team
  • To identify trends and root cause of complaints making recommendations for improvement
  • where necessary
  • To produce high quality written correspondence to customers and the Financial
  • Ombudsman Service (FOS) which are in line with their Quality Assurance guidelines
  • Develop and maintain industry knowledge, including regulatory and legislative changes, with
  • particular attention to FOS outcomes
  • To work within the organisation’s  regulatory framework and adhere to their Quality Assurance Programme.

 Person Specification

  • A proven track record of delivering high standards of customer care in a similar role
  • Excellent communication skills both verbal and written
  • Ability to problem solve autonomously or as part of a team
  • Flexible, with the ability to adapt to changing requirements
  • Able to work under pressure to meet deadlines
  • Committed to excellent customer service and prepared to go the extra mile to ensure
  • customer satisfaction.
  •  Competent level in Excel, Word, and Internet
  • CII – IF1 preferred


  • 37.5 hours per week. The Call Centre is open during the following hours:
  • 8.30am – 8pm Monday to Friday
  • 9am – 5:30pm Saturday
  • 10am – 5:30pm Sunday
  • 9am – 5pm Bank Holidays

 Salary £19,000 - £21,000 per annum.

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HR Advisor – Commercial Products/Logistics Company