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Job Ref.

42

2024-03-15

Complaints Manager

Michelle Denny Recruitment is working alongside Lexham Insurance in Diss to find an experienced Group Complaints Manager for their newly created role. With a salary package up to a negotiable £35,000pa, this role is offered on a hybrid or office-based basis.

Diss, UK

Up to £35,000pa - negotiable doe

CONTRACT

Permanent

JOB STYLE

Hybrid | office-based

STARTING

According to notice

JOB DETAILS

Michelle Denny Recruitment is working alongside Lexham Insurance in Diss to find an experienced Group Complaints Manager for their newly created role. With a salary package up to a negotiable £35,000pa, this role is offered on a hybrid or office-based basis.


As a Complaints Manager, you'll be at the forefront of customer service efforts, responsible for managing and resolving customer complaints. You'll play a crucial role in maintaining the company’s reputation for excellence by addressing customer concerns with empathy, professionalism, and integrity.


Key Responsibilities:


  • Handle customer complaints from initiation to resolution, ensuring adherence to regulatory requirements and company policies.

  • Investigate complaints thoroughly, gathering all necessary information and evidence to reach fair and informed decisions.

  • Liaise with various internal departments to address root causes of complaints and implement corrective actions where necessary.

  • Provide regular updates and reports on complaint trends, identifying areas for improvement and implementing proactive measures to enhance customer satisfaction.

  • Act as a point of escalation for complex or high-priority complaints, demonstrating strong problem-solving skills and a proactive approach to resolution.


Person requirements:


  • Previous experience in a similar role within the insurance or financial services industry is highly desirable.

  • Excellent communication and interpersonal skills, with the ability to empathise with customers and diffuse tense situations.

  • Strong attention to detail and analytical skills, with the ability to effectively investigate and resolve complaints.

  • Knowledge of regulatory requirements governing the insurance industry (eg FCA guidelines) is advantageous.

  • Proven ability to work under pressure and manage multiple priorities in a fast-paced environment.

  • A customer-centric mindset and a commitment to delivering exceptional service at all times.


Why apply?


  • Competitive salary package of a negotiable £35,000pa, with opportunities for career advancement and professional development.

  • Dynamic and supportive work environment, where your contributions are valued and recognised.

  • Chance to make a meaningful impact by helping continuously improve Lexham’s customer experience.


If you're ready to take on a rewarding challenge and play a pivotal role in shaping the business’ customer experience, we want to hear from you! Apply now to join the team as Group Complaints Manager and embark on a journey of growth and success. Please make contact with Michelle Denny or simply apply online.

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AGREEMENT & CONSENT

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Thank you for submitting your application. We will be in touch if your application matches this or any other of our current or upcoming roles. Feel free to apply for any other suitable opportunities here.

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