IOH Complaint Handler

The job profile for this position is Customer Service Associate Analyst, which is a Band 2 Senior Contributor Career Track Role.

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply

Our people make all the difference in our success.

YOUR ROLE

• Accurately log, acknowledge, and manage customer complaints within agreed timelines, ensuring compliance with regulatory requirements.
• Take full ownership of complaint investigations, conducting thorough root cause analyses to identify underlying issues and drive effective resolutions.
• Partner with internal departments and key stakeholders to ensure timely and accurate complaint resolution.
• Provide support to colleagues on complaint-related tasks to meet internal and external performance targets.
• Maximise insights from customer interactions to identify opportunities for improving the member journey and enhancing overall customer experience.
• Deliver meaningful insights through qualitative analysis, recommending corrective actions and contributing to continuous process improvements
• Monitor and highlight key complaint trends to management, proposing improvement opportunities and sharing best practices to align processes across teams.
• Ensure customer concerns are addressed effectively, maintaining a customer-centric approach in all interactions.
• Share responsibility for managing complaint volumes and turnaround times, escalating any risks or delays to management promptly.
• Build strong working relationships with internal teams to leverage resources for efficient complaint handling and timely responses.
• Perform additional tasks as required to support business needs and contribute to team success.

YOUR PROFILE

• Experience in financial services or insurance, with a solid understanding of industry standards.
• Proven ability to deliver high-quality customer service with strong verbal and written communication skills, including professional writing for formal correspondence.
• Proficient in Microsoft Office and familiar with Salesforce or similar CRM platforms.
• Inquisitive and analytical, with a passion for identifying root causes and resolving customer concerns.
• Committed to enhancing the customer experience, taking ownership and initiative in every interaction.
• Strong organisational and time management skills, able to prioritise and adapt to changing workloads while meeting deadlines.
• Confident and assertive in engaging with stakeholders at all levels.
• Target-driven, with a proactive mindset and ability to work independently.
• Able to work with speed and accuracy under pressure.
• Customer-centric, demonstrating empathy and diplomacy while following processes.
• Highly motivated, resilient, and a collaborative team player.
• Skilled in problem-solving, with the ability to interpret data and identify improvement opportunities.
• Comfortable challenging decisions constructively and managing conflict to find practical solutions.
• Proactive in recommending and implementing process improvements.
• Familiarity with FCA complaint handling is a plus (training will be provided if needed).

Please note that you must meet our posting guidelines to be eligible for consideration.  Policy can be reviewed at this link.

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