In the role of Complaints Handler you will specialise in customer resolution for complaints including:

Resolving complaints/disputes
Investigating complaints/disputes
Managing Ombudsman file requests
Providing insights on complaints data to mitigate future complaints and improve the customer experience
Identifying opportunities for continuous improvement in complaints handling and the related customer experience
Reporting and communicating on the above points, internally and (where required) externally
Supporting on external third part administrator audits

Minimum 3 years' experience handling complaints for a financial service provider, insurance sector preferred
Fluent in English and either French, German, Dutch or Portuguese
Experience with gathering and preparing files requests for the relevant Ombudsman
Knowledge of a range of General Insurance products
Experience in managing complaints across multiple jurisdictions
Professional phone manner
Must have very strong written communication skills and be able to draft complaint correspondence

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