We have exciting opportunities for Customer Complaints Consultants to join our General Insurance business in Birmingham.

• To fully investigate regulatory complaints to reach a fair, compliant and consistent outcome for all customers in accordance with external regulation (DISP and TCS) and internal complaint handling principles.  For every complaint delivering:
• Accurate identification of the customer’s dissatisfaction and expectations.
• A quality (appropriate and fair) decision in a timely manner, in adherence to service levels and quality standards, using internal escalation and referral as appropriate.
• Communication (verbal and written) that is clear and of high quality and responds to the complaint of the customer at all stages throughout the complaint.
• To clearly identify the cause of the complaint liaising with the customer, the business and any third party as required.  To ensure appropriate escalation and feedback is provided to key stakeholders to improve their internal processes and customer experience, whilst ensuring that offers of redress, compensation and T&U are in line with internal standards and personal authority limits.
• To maintain clear and appropriate records of all investigations and justification for any decisions made to meet internal and external requirements, and to demonstrate how a fair customer outcome was achieved.
• Maintain required level of operational best practice, product, process and regulatory knowledge to assist and enhance the speed and quality of complaint resolution, delivering against individual productivity and quality targets.
• Take responsibility for queries and referrals into the team and as the first point of contact, make sure all necessary information is gathered so an accurate response can be given promptly.
• Adhere to all TCF principles pertaining to the role (as per attached TCF Accountabilities Listing – grades 1 - 6).

• Complaints management expertise.
• Experience in a regulatory environment ( Financial Services desirable )
• Customer experience understanding.
• Understands and reacts to the needs of internal and external customers and stakeholders, working proactively to provide a professional and impartial service, striving to restore confidence in the L&G brand.
• Display appropriate skills to negotiate and agree resolution with both internal and external customers and consideration to the appropriateness of redress.
• Ability to accurately analyse the root cause of a complaint to enable effective investigation and resolution.
• Decisions are based on thorough investigation, logical assumptions and consultation with affected parties and take account of regulatory and business needs.
• Executes decisions in a timely manner and in line with an action plan where appropriate.
• Can be trusted to make the right decisions without additional manager approval where appropriate.
• Use of time management techniques (prioritisation, planning and review) and record keeping (for customer contact and other actions) on appropriate systems.
• Effective case management, re-prioritising as necessary to enable deadlines to be achieved, keeping the team informed of actions needed in the event of absence.
• Keeps the manager informed of case progress and any issues in a timely manner.
• Defines the purpose of meetings and invites appropriate attendees.  Records and follows up actions arising.
• Remains open to suggestions and ideas from all areas is willing to explore different ways to deal with issues.
• Generates and develops creative solutions to problems.
• Practical knowledge of Microsoft Word, Excel and PowerPoint and the ability to use them to communicate information effectively.

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days’ holiday, private medical insurance, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

Working hours - 35 per week - flexibility required to cover 8am - 8pm Monday to Friday and Saturday mornings as part of a rota.

For any further information, please contact Christine.Mitchell@landg.com