Complaints Handler

Role Overview

The Complaints Handler will assist Team Leaders in ensuring that complaint resolutions are carried out within agreed service level agreements (SLA) and other important deadlines, while also complying with regulatory and audit requirements. This role emphasizes delivering excellent and efficient service to policyholders and Independent Financial Advisers (IFAs) by managing their written and verbal complaints professionally.

Key Duties

• Handle and respond to complaints from policyholders and IFAs received through multiple channels.
• Process complaint cases prioritised by the Company Work Management System to meet day-to-day service standards.
• Coordinate with internal teams and external parties to resolve complaints effectively and achieve satisfactory outcomes.
• Provide professional, well-considered written responses to maintain positive customer relations.
• Ensure fair treatment of customers and uphold high service standards, including timely communication regarding any delays.
• Collaborate with other departments to enhance service quality and recommend improvements when suitable.
• Alert Senior Management immediately about issues potentially damaging to the reputation of HCL or clients.
• Participate actively in team and departmental meetings to share information and suggest process enhancements.
• Support the development of self-managed teams within the department.
• Comply with industry standards, legislative requirements, and internal controls as guided by Team Leaders.
• Maintain data security rigorously to prevent identity theft risks.
• Adhere strictly to policy fraud controls to detect and prevent fraudulent transactions.
• Perform additional tasks assigned by the Team Leader as necessary.

Experience Requirement

Applicants must have prior experience within the Financial or Insurance sector to effectively execute the responsibilities of this role.