Dispute Resolution Officer
West Malling
£23,500 pa
FT / Permanent

Purpose of the role
Thorough investigation of all complaints in accordance with FCA regulation and company policy and procedures, ensuring a fair outcome in all cases which is clearly communicated to the customer. Driving improvements through effective root cause.
What would you be responsible for in this role?
• Resolving customers’ queries within agreed authority, investigating the cause of any complaints, gathering information from relevant departments and clients and reviewing all relevant documentation
• Acknowledging complaints promptly and responding to them within set time limits, systematically and fairly
• Summarising any additional actions required, advising customers when they can expect a final response, drafting and sending out correspondence
• Maintaining COMSYS and AS400 systems for full and accurate record keeping and to support Root Cause Analysis reporting
• Summarising and reporting FOS decisions received to assist with understanding and consistency going forward
• Identifying and escalating high profile complaints to management
• Undertake other duties over and above those listed in the job description, appropriate to the individual’s skills and experience

Customer Focus
• Constantly look for ways to improve the customer journey by identifying customer pain points and making suggestions for improvement.
• Ensure that our customers are treated in accordance with the principals of Treating Customers Fairly (TCF)
• Act in accordance with the Company’s values with both internal and external customers to facilitate continued and improved company reputation and success

Governance Focus
• Ensure all activities are carried out in compliance with all relevant regulatory and legal requirements and company policies
• Remain vigilant to the potential opportunities for financial crime, fraud and money laundering and take actions appropriate to mitigate their likelihood and impact
• Alert to potential regulatory and business risks within the Department. Also ensure such risks are included in the Departmental Risk Management Programme, and that action is taken to mitigate them

What would we like to see in you?
Skills/capabilities
 Excellent verbal and written communication skills
 Able to prioritise workloads and meet deadlines
 First class interpersonal skills, able to communicate with a wide range of people
 Courteous yet assertive
 Organised and methodical
 High attention to detail
 Computer literate
 Company and regulatory frameworks for handling customer complaints
 Understand the sale and servicing of regulated financial products
 Track record of high performance standards
 Superior claims management and product knowledge
Nice to have
 Claims experience in one or more of the following insurance products GAP, Simple Health or Pet.

What’s on offer?

Competitive salary and Excellent benefits package.  Great work life balance.  Excellent pension scheme

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