Complaints Co-ordinator (6 Month FTC)

As a Complaints Coordinator at ManyPets, your responsibilities are to
effectively coordinate complaints communication, tracking progress, and
ensuring timely responses in line with organisational policies and procedures.
You will manage all inbound customer complaints and any complaints which are
referred to you by the wider Operations team. You will be responsible for
ensuring that we comply with our regulatory obligations in terms of complaints
handling and providing administrative support to ensure we meet the demand.
You will support 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.

Core deliverables

• To provide administrative support to the Complaints team, to ensure complaints are handled in line with DISP regulations.
• Act as the first point of contact for customers, supporting them from the point the complaint is received, including sending regulatory correspondence (in line with DISP) and dealing with any related queries.
• Ensure that a high level of customer service is consistently provided.
• Assist and support complaints triage and allocation to complaint handlers.
• To work collaboratively with the Claims and Customer Service teams to ensure that priority tasks are carried out effectively, efficiently and meet the required deadlines.
• Liaising with other team members and third parties i.e. the Financial Ombudsman Service.
• Processing compensation payments and overall oversight of monthly payment reconciliation.
• Answering incoming calls, emails, and call backs in line with our SLA timeframes.
• Meeting targets by achieving individual KPI's and objectives.
• Liaise with difficult customers whilst also following the correct complaints procedure when required.
• Strive for First Touch Resolutions to ensure there is no repeat demand/reopened complaints.
• Assist with any necessary feedback to individual colleagues, managers, or teams.
• Identify areas of our systems, processes, policies, or training that may cause complaints and suggest improvement opportunities.
• Work proactively to reduce the escalation of complaints by addressing issues promptly and effectively at the earliest opportunity.
• Promote internal accountability by encouraging team members to take ownership of issues raised through complaints.

 

Skills and competencies

• Previous experience in a Customer Service role, either face-to-face or over the telephone, is preferred.
• Excellent communication skills, both verbal and written, to be used whilst conversing with ManyPets’ internal and external stakeholders.
• Good problem-solving skills, capable of actively listening on calls to ascertain the problem at hand, then working to resolve this through knowledge of our processes and procedures.
• Ability to prioritise workload, with great time management skills to ensure complaints are handled effectively, efficiently, and within regulatory timeframe.
• 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.