The Complaints Handler plays a critical role in managing and resolving a portfolio of customer complaints, whilst effectively conducting root cause analysis and reporting to provide actionable insights to the business teams. This role focuses on complaints related to motor and property insurance claims, ensuring fair treatment of customers, and safeguarding the company from regulatory, financial, and reputational risks.
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As a Claims Specialist on the Customer Team, you will own the assessment and settlement of claims within their own settlement authority, using strong attention to detail and great organizational and time management skills to succeed. You will review and assess customers’ claims through the XClaim platform for a fast resolution and prompt payment, regularly collaborating with the Support, Content, and Complaints teams to ensure SLAs and NPS are achieved.