Complaints Handler
Executive Mandate Specification
The Opportunity
Complaints Handler
Location: Flexible
This is a hybrid role.
Office locations can be: Halifax, Peterborough or Sunderland
35 hours per week, Monday to Friday, 9am-5pm
Role Overview:
Your role will involve handling, resolution and follow up of customer complaint calls and correspondence. You will handle FCA regulated and executive complaints and be the company’s key contact for the Financial Ombudsman Service (FOS) on any complaints where our customer has contacted them, ensuring that decision making is impartial and consistent and results in the fair treatment of customers.
You will be a technical expert on complaints handling processes, controls and regulatory requirements and have a good knowledge on complaints resolution by the FOS.
You will also work with other colleagues and be part of a specialist team.
Additionally, you will be able to provide complaint technical and procedural support and guidance to operational colleagues who handle Level 1 categorised complaints.
What you will do:
- Handle and resolve FCA complaint cases that have been escalated from L1 (pre-FCA)
- Feedback on key learnings to operations teams
- Where appropriate, handle executive and media customer complaints
- Control, co-ordinate and sign off company final decision letters
- Provide guidance and support to the business who handles Level 1 categorised complaints.
What you will have:
- 2 years + in a complaint handling role within the financial sector, ideally in General Insurance
- Regulatory knowledge of complaints handling within the financial / insurance sector
- Specialist knowledge of a products and services within the Insurance sector (advantageous Motor Insurance/ Motor Claims experience)
- good numeracy and literacy / Maths & English GCSE at level C/4 and above or equivalent
About Us
We celebrate difference and it’s important to us that we have a culture where our people feel respected and valued for who they are. We pride ourselves on being accessible and encourage inclusive environments where our people can always give and show the very best of themselves. We wholeheartedly welcome applications regardless of gender, age, sexual orientation, disability, race, marital status, ethnic origin, religion, or social class.
We understand that, for most, home life is a priority, so we are happy to consider all our roles on a part-time or job-share basis. We are committed to hybrid-working so if you'd like flexibility in when, where, or how you work, we’d love to hear from you.
If you think you would be a great fit for us, but don’t meet all the requirements of the role, please contact us as we’d love to discuss how RSA could be the next step in your career journey.
We want to make your candidate journey as easy as possible, so please let us know if you need any reasonable adjustments.
Our Values:
Integrity - Be honest, open, and fair. Set high standards. Stand up for what is right.
Respect - Be kind. See diversity as a strength. Be inclusive and collaborate.
Customer Driven - Listen to our customers. Make it easy, find solutions. Deliver second-to-none experiences.
Excellence - Act with discipline and drive to outperform. Embrace change, improve every day. Celebrate success yet remain humble.
Generosity - Help others. Protect the environment. Make our communities more resilient.
Please note we will support additional needs in our recruitment process through reasonable adjustments.
Job Types: Full-time, Permanent
Benefits:
- Work from home
Schedule:
- Monday to Friday
Work Location: Hybrid remote in Peterborough, PE2 6GG
Reference ID: UK000452
Statutory Executive Benefits & Governance
- Executive Health, Vision & Dental Coverage with Global Provider Options
- Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
- Annual Discretionary Performance Incentive & Long-Term Equity Participation
- Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
- US Department of Labor & E-Verify Work Authorization Sponsorship
