Complaints Handler

A day in the life

As a Complaints Handler at ManyPets, your responsibilities are to help manage inbound customer complaints and any complaints which are referred to you by the wider Operations team. You will be responsible for investigating regulated complaints about our claims or customer support experience and make appropriate technical decisions and escalations. You will guide the wider operational teams as they handle complaints and use your knowledge and insight to make recommendations to the wider team on how we can continue to improve our customer experience.

You will also carry out investigations in line with DISP rules, collaborate with colleagues across the company to resolve individual issues, and undertake regular QA checks on complaints and how they’re handled.  Leveraging your attention to detail, you'll meticulously record customer interactions on our systems capturing all the details required and follow up on associated tasks until they’re resolved.  

Core deliverables

• Complaints management: responsible for handling and management of complaints and any associated admin tasks efficiently and to agreed timelines.
• Positive approach: Approach customer complaints with a positive, resolution focussed attitude and provide clear updates via phone and email.
• Team collaboration: Work closely with other teams to ensure timely resolution of queries and serve as a point of contact for internal colleagues.
• Organisation skills: Keep things running smoothly with accurate admin and data entry.
• Communication skills: Communicate effectively with customers and internal teams, ensuring best outcomes for both.

Skills and competencies

Complaints Management

• Manage and handle complaints from initial notification through to final agreement, in line with DISP rules.
• Handle complaints constructively and in line with company and Financial Conduct Authority guidelines, escalating when a solution cannot be found.
• Provide tailored outcomes to customers, considering their individual needs.
• Liaise with customers (via telephone and email) to fully articulate outcomes and findings.
• Carry out investigations to ensure all relevant documents and information has been evaluated prior to the decision on the complaint.
• Undertake regular QA checks on complaints, ensuring our teams are handling complaints appropriately.
• Deliver to our targets and keep us in line with our service level agreements and key performance indicators.
• Analyse situations, identify issues, and find effective solutions to resolve claims queries and complaints.
• Make sure all fraud controls and processes are followed, delivering quality at every touchpoint.
• Liaise with the Financial Ombudsman Service and send files as necessary while working with the Complaints Team Leader to action decisions.
• Ensure you are compliant with all company polices and regulatory requirements with a particular focus on FCA DISP rules, Vulnerable Customers and Treating Customers Fairly.

Positive Approach

• Maintain a positive attitude, even in stressful situations, to contribute to the complaints process that will foster loyalty.
• Remain patient and show empathy towards customers, especially in challenging situations about their complaint, to build rapport and trust.
• Actively acquire knowledge of regulatory procedures, our products, and services to provide accurate information and assist customers effectively.
• Learn and implement new complaints procedures. Identify and contribute feedback to the design and implementation of our internal processes and systems, to help improve customer experience.

Team Collaboration

• Deputise for Complaints Team Leader when necessary.
• Actively seek feedback, learn from experiences, and strive to enhance your skills and knowledge to improve customer service delivery.
• Play an active part in the development and training of your colleagues, ensuring the wider team has the best cross-functional coverage.
• Recommend suggestions to your Team Leader to make sure we're efficient, effective, and providing high-quality service, while keeping costs in mind.
• Identify and contribute feedback to the design and implementation of our internal processes and systems, to help improve customer experience and financial controls.
• Work on your own skills and performance to keep getting better at your job.

Organisational Skills

• Plan and schedule your daily activities to ensure deadlines are met and work is completed in a timely manner.
• Adhere to processes and procedures to ensure consistency and compliance with organisational and regulatory standards.
• Maintain accurate and timely records, files, and databases to ensure data integrity and compliance with our Data Protection requirements.
• Continuously maintain our systems through accurate data entry.
• Effectively allocate your time to address customer inquiries promptly so we can meet service level agreements (SLAs).
• Flexibly adjust your plans and workflows to accommodate shifting priorities or unexpected customer demand.

Communication Skills

• Ensure clear, polite, and empathetic communication to understand and address the customer needs and complaints process.
• Handle conflicts calmly and diplomatically, aiming for mutually beneficial resolutions to maintain positive customer relationships.
• Be flexible and adaptable to navigate diverse customer interactions and adjust your approach based on individual needs.

What success looks like

• You will consistently aim to receive positive feedback from customers, earn high ratings, and foster repeat business through your exceptional complaints support.
• You meet your targets and have consistent performance against agreed metrics.
• You ensure that all complaints are processed in accordance with Financial Conduct Authority (FCA) guidelines and other relevant insurance regulations. This includes maintaining up-to-date knowledge of industry compliance and applying it to complaint resolution.
• You successfully resolve claims queries and issues within agreed-upon timeframes, showcasing your efficiency and effectiveness in addressing customer needs promptly.
• You consistently meet or exceed quality assurance standards, keeping accurate and thorough records of complaint handling.
• You compile detailed reports, providing an audit trail and conducting root cause analysis to help identify trends and areas for improvement.
• You will demonstrate clear and effective communication with customers, colleagues, and other teams, leading to improved problem-solving, fewer misunderstandings, and smoother collaboration.
• You provide accurate information, deliver quality solutions, and offer helpful assistance to customers, ensuring their needs are met and building trust in the company's products or services.
• You consistently meet or exceed service level agreements (SLAs) and adhere to established procedures, showcasing your reliability, professionalism, and compliance with organisational standards.
• You build positive relationships with colleagues, contribute to a supportive team environment, and collaborate effectively with other departments, fostering productivity and enhancing your overall success in the role.
• You actively seek feedback, learn from experiences, and implement improvements in processes, procedures, and customer service practices to drive ongoing growth and development in your role.
• You actively look to improve your awareness of regulatory changes or process improvements.