Clerk: Complaints; Insurance

Use judgement to consider complaints objectively on behalf of the company and the complainant Refer complex complaints to complaints administrators or manager and complaints committee for resolution (including communicating to the complainant)  Maintain accurate records regarding all complaints including the logging, re-direction and referral of correspondence as appropriate Accurately draft and send standard correspondence to complainants including communication on acknowledgement, progress and final resolution of complaints Handle all follow up enquiries and administration in an effective and efficient manner with a high attention to detail Monitor and track complaints cases to identify blockers to the achievement of targets and quality review all complaint outcome letters before dispatch.

Report deviations to the complaints manager Ensure all outcomes given to our complainants are fair and follow our regulatory guidelines  Liaise with complainants, institutions, managers and staff for the efficient resolution of client complaints. Deliver a superior client service at all times by building relationships based on trust and integrity Listen to complainants, understanding their needs and working with them to address their concerns and agree the appropriate solution Contribute to the continuous development of the team’s operational functions, systems and services Take responsibility for own learning and development, keeping up-to-date with all policy, procedural and regulatory developments, maintaining accreditation and making full use of available structured learning opportunities