Claims Complaints 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 claims. 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.

About Admiral

We are the largest car insurance provider in the UK and always feature in ‘The Sunday Times Best Big Companies to Work For’, as voted for by our staff. During these recent uncertain times, Admiral has been there to support every single employee. We are fortunate that during the COVID-19 pandemic we have not had to furlough any employees and we’re still growing as a business.

We truly care about our customers and we’re very proud of the level of service we provide. By recruiting people like you, who are customer focused and love to help others, we can continue to provide a great service and ensure an excellent experience for our customers.

We’re famous for being different – whether it be our unique culture including our Ministry of Fun, benefits including generous share scheme, cycle scheme, flexible working, and subsidised gym memberships for all staff. Our people are important to us, and whatever job you do, we will support you to succeed as best we can.