Purpose of the job To handle all complaints received in accordance with regulatory guidelines, client service levels and company standards, ensuring that customers get a fair and independent review of any concerns raised. Complaints will be handled from escalations from policyholders and representatives via the complaints procedure. Key Responsibilities · To respond to all complaints received by our customers and representatives, meeting our obligations as a company and our governing regulations. · To adhere to all company protocols and procedures · To adhere to FCA and CBI rules and Non UK regulations. · To carryout full thorough and fair investigations of all complaints received. · Manage own workloads in a smart and effective way. · Highlight any customer experience or TCF issues whilst carrying out investigations with a view to preventing future complaints. · To keep accurate and detailed records of all complaints, following correct company procedure. · To keep up to date with all internal knowledge and processes followed within our operations teams, to ensure you are up to date with all the latest FCA regulations. · Escalate training and competency issues to the Complaints Manager and relevant Team Leaders. · To ensure that all effort is made to discuss the complaint and the subsequent outcome with the complainant. · To carry out any other ad hoc duties consistent with the position that may be required. Knowledge, skills, and experience required · Knowledge and understanding of travel claims/products and or assistance experience (Essential). · An understanding of Personal accident products and industry (Desirable). · Knowledge and understanding of complaint handling and insurance regulation, FCA guidelines (Essential). · An understanding and knowledge of the FOS and FSPO (Desirable) · Excellent verbal and written communication skills (Essential). · Excellent customer service skills (Essential). · Confident in dealing with deadlines and delivering to targets and objectives. · Attention to detail with good time management. · Computer literate. · Adaptable to change and flexibility to deal with any tasks as required and a good team worker. Person Specification · Self- motivated with the ability to work on their own initiative and to manage the work assigned to them · Providing excellent customer service with a passion