Claims Complaint Executive

An exciting opportunity has arisen in our Claims Complaints team for a Claims Complaint Executive!

In Claims Complaints we put the customer at the heart of everything we do. If you share our passion for service and quality and want to play an active role in shaping process and procedures across Claims, we want to hear from you.

Claims Complaints specialises in handling complaints from customers making a claim. You will need to deliver excellent customer service and take responsibility to improve our overall customer experience. Your role is to ensure we do the right thing for our customers in their time of need.

You will be responsible for ensuring a high standard of Complaint handling as regulated by the Financial Conduct Authority (FCA). Central to their approach is the Treating Customers Fairly principle (TCF) and they take a keen interest in the way customer dissatisfaction is dealt with, starting with prompt acknowledgement of complaints right through to effective root cause analysis. 

You will investigate cases of all types, following notification of a complaint. This will involve communicating with all levels, including Heads of Department, before conclusion. You will be responsible for ensuring the outcome is fair and where necessary remedial action is taken.

Responsibilities of a Claims Complaint Executive position:

• Listen – keep it simple and ensure you build the customer confidence by solving their problems quickly and efficiently.
• Influence and own the issue to ensure successful resolution whilst adhering to regulatory guidelines.
• Be empowered and trusted to take responsibility, making decisions and using judgement to deliver a fair outcome.
• Review and suggest ideas on how to prevent the issues occurring again by recognising the root cause and recommending change.
• Help support the wider Claims area by adhering to our regulatory rulings and building confidence in complaint handling.
• Build a good working relationship with the FOS and ensure we take relevant guidance from their decisions.
• Deliver a superior customer service at all times.

Experience:

• A proven track record of delivering excellent customer service.
• Demonstrate first class knowledge and understanding of Claims or Complaint process and procedures.

Essential Skills:                                                                               

• Ability to put yourself in the customers shoes and communicate decisions with confidence and empathy by telephone and in writing.
• Strong attention to detail.
• Deliver excellent customer service and be driven to do the right thing for our customers. Be passionate in putting things right when they have gone wrong.
• Have the ability to consider alternative means of resolution.

Location / Working Arrangements

We are working in a hybrid approach which consists of 2 days a week working in one of our offices (Cardiff/Swansea) / 3 days a week working from home. We expect you to be working hybrid for the foreseeable future, so we will provide you with everything you need to work comfortably from home. Please do not hesitate in querying this with the Recruitment Officer if needed or if you'd like to discuss further.

Salary, Benefits and Work-Life Balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK. 

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.