Claims Resolution Professional
1 week ago
Insurance Complaints Specialist
We are looking for a skilled professional to join our dedicated complaints team. Your main focus will be managing and investigating customer complaints, providing excellent service and ensuring compliance with regulatory requirements.
This is a key role in improving customer outcomes and contributing to the success of our organisation. You will be responsible for:
- Investigating formal complaints and preparing well-structured responses;
- Supporting complaints escalated to relevant teams;
- Identifying trends, root causes, and areas for improvement from complaint data;
- Flagging quality issues and sharing feedback with relevant teams;
- Assisting with complaint-related training and internal processes;
- Collaborating with quality and compliance teams as needed.
Requirements
To be successful in this role, you will need:
- A qualification - Fully APA qualified is essential; CIP is preferred;
- Solid experience handling customer complaints - ideally in financial services or insurance;
- A good understanding of Consumer Protection Code guidelines;
- Strong written and verbal communication skills - you will be drafting formal responses and speaking with various stakeholders;
- A high level of accuracy and attention to detail;
- Confidence using Microsoft Office and internal systems;
- A proactive, organised approach to work - you will be managing deadlines and multiple priorities.
Benefits
This is a great opportunity to work with an experienced and supportive team where your voice is heard, and your insights make a real difference to both customers and internal processes. If you are someone who enjoys problem-solving and wants to contribute to improving customer outcomes, this could be the right fit for you.
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