Complaints Specialist 6 month contract

  • Job Reference: REQ00285
  • Date Posted: 18 May 2022
  • Location: Redhill
  • Salary: £23,500
  • Bonus/Benefits: See full role details
  • Sector: Customer Service
  • Work Hours: Full Time

Job Description

As a Complaints Specialist you will work within the Customer Experience team, investigating and resolving complaints and Expressions of Dissatisfaction for all business areas.  You will be a key point of contact for the complainant and the business, providing updates to customers and key stakeholder and ensuring that processes are improved to reduce future issues.


You will report to the Customer Experience Team Leader and work as part of a dedicated team, sharing knowledge and ensuring that complaints are resolved in accordance with internal and external KPIs.  You will be responsible for updating systems with cases and ensuring that you would with teams and leaders across the business to resolve these.


Main Duties:

You will be the point of contact for the complainant, guiding them through the complaints process and ensuring that they are updated throughout.

You will work with key stakeholders across the business to collate information relating to complaints in order to come to a fair and balanced resolution.

You will review complaints to provide insights and corrective actions to the business.

You will be responsible for regular reporting and attendance at scheduled meetings, producing case studies that will provide further insight for business leaders.


About You:

You will already have experience in a complaints handling role, working across teams to ensure fair conclusions.

  • You should have experience in gathering information from complainants, customer systems and key stakeholders across the business, communicating verbally and in writing.
  • You should be able to demonstrate knowledge and understand of complaints processes and systems.
  • You will have a patient, empathetic and tactful manner when communicating with customers, providing a friendly and professional service.
  • You will be confident communicating at all levels of business and be able to demonstrate your ability to build productive working relationships with key stakeholders.

What we Offer:

Salary: £23,500 per annum

Working Hours Monday to Friday 8.30 until 5.00pm (4.30pm finish on Friday)

Benefits Include

  • Up to 10% employer contribution towards Aviva’s Group Personal Pension Plan
  • Life assurance
  • Simply Health cash plan, Surgical Choices and Rewards
  • Aquilibrium – our wellbeing programme including Mental Health First Aiders and free annual comprehensive health check
  • 23 days holiday per year, increasing to 27 with length of service
  • Neybar: Financial education, saving and personal loans
  • Discounts with our subsidiaries and on-site garage as well as local retailers
  • One day’s paid volunteering per year