Complaint Specialist Review

My role, requires me to impartially review customer complaints to reach an amicable outcome on behalf of the business, it also requires me to confirm my decision in writing and provided any files when requested to the Financial Ombudsman service, when the customer remains unhappy and solicits their experience for a further review

During the qualification I have definitely developed a greater understanding of the insurance industry as a whole and in particular the claims world and how claims are considered and progressed this has been of great assistance to me whilst I have been working on the business interruption cases and has helped me greatly in what I have been summarising for the FOS

I have been thoroughly enjoying the programme and the new knowledge I have acquired. it has assisted in building my confidence and I have and continue to share my new knowledge with my team via communication sessions and peer to peer coaching, which also assists them with their work and dealing with their customers

I find the programme to be very well structured, the only thing I have encountered any difficulties with has been the case studies now that I am end point assessment stage, however a message to my talent coach and a phone call later she was able to give me some great sound advice which really helped me

I receive a great deal of support from my Employer, not just from my own leader but from the wider leadership team also, they have all been understanding of the commitment I have had to give to the programme. both my leader and the head of my function have provided invaluable guidance and support throughout my studies

I was receiving a great deal of support at the start of the programme, however my talent coach was then changed without any notification, My new talent coach has had regular calls with me and we have worked well together, until end point assessment and the completion of my case studies the amount of work expected from me in such a short time was overwhelming and I felt a little unsupported by my talent coach at this time, I spoke to her about it and we quickly rectified the situation however I have now been notified she is also leaving and at such a critical point

the knowledge gained via my studies helps me on a regular day to day basis not just with my own work and customers but also my teams, I am able to share my new knowledge with them, which in turn helps their customers. I also feel I now better understand the industry as a whole which is a great help

at work we do have voluntary initiatives, however there are very few corporate events at this current time as we adjust to a new way of working. the team does have some sociual events planned however when not working I'm renovating my home or out with my puppy completing training activities with her

Yes

it is a good place to work, with excellent staff benefits and salaries. The people are all good people and you genuinely get the feeling that they all care for their customers and want for the business to achieve its goals within the market place. The way the company reacted to the pandemic and continue to react to it also makes me proud to work here

I would tell them to be themselves, and be kind, roles can be applied for online and the interview process is similar to others in the market place, a role play, personality questionaire and the normal standard question and answer interview format. I would tell anyone applying to research the business to get an understanding of our values and stratergy