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Executive & FOS Complaint Handler

Churchill Court, BR1 1DP
Full time

At Direct Line Group, we’re shaping the future. With a mission to make insurance easier and better value for our customers, we embrace change in all its richness and variety. It’s not just what we do; it’s how we do it. We bring our whole selves to work every day and embrace fresh thinking – after all, Britain is constantly changing and to protect the nation, we adapt with it.

Across our diverse brands – including Direct Line, Churchill, Privilege and Green Flag – change takes many forms. We appreciate the knowledge and skills that each one of us brings to the business. It’s hard not to be inspired by the things that make us unique. Boldness, curiosity and enthusiasm go a long way. And they’re helping us transform the industry we lead.

As part of this, we are now recruiting a FOS Complaints Handler to join the team in our Bromley office on a full time, permanent contract basis.

The Role

The Complaint Handler will work collaboratively with all key stakeholders on behalf of the Chief Executive to investigate and resolve customer complaints on a delegated authority basis.

Key Accountabilities

  • Manage complaints and compose press briefs to pre agreed quality standards and productivity targets whilst adhering to all regulatory requirements
  • Independently manage your case load, prioritising accordingly
  • Manage the expectations of key stakeholders
  • Work collaboratively with all business areas across DLG and Brand Partners. Influence and engage them, utilising your increased input in decision making,
  • Act in an advisory capacity and be a technical referral point  for all business areas across DLG, including Brand Partners/ Press Office, by providing coaching and guidance in the end to end process of complaint management
  • Be proactive and accurate in the use of feedback mechanisms
  • Identify own and manage the risks involved in running our business appropriate to the  role, in line with the Insurance risk framework
  • Contribute to the DLG mission statement “Making insurance easier and much better value for our customers” through your participation and engagement
  • Maintain your knowledge by regular reading of all relevant business communications e.g. Forward/Outcome Focus,  Intranet, huddle hub, business buzz etc
  • Review Brand Partner complaints and provide updates when required
  • Ad hoc reviews of Training Material and Processes used within the department & as required by Leadership Team

Skills you will need

  • A proven track record of delivering Customer Excellence and Compliance
  • High attention to detail
  • Thorough understanding of Products & Services and Risk Management
  • Great communication skills

Hours: 35 Mon-Fri

Contract: Permanent

Direct Line Group are an equal opportunity employer who value diversity. We do not discriminate and we recognise and embrace that people work in different ways. We will always adapt so you have the best and most comfortable working environment. If during the recruitment process you require any reasonable adjustments, please just let us know.

Career benefits and rewards

Rewarding you is really important to us, as well as offering a competitive salary and generous holiday entitlement; you can take advantage of a wide range of benefits. The best part is you can pick and choose the benefits to suit your own lifestyle, but also pass on some of the savings to family and friends. Here are just a few we have on offer:

  • A competitive salary, benchmarked against our competitors, which will grow as you do.
  • Pension 9% of your base salary, you can choose to contribute less or more than this, and anything you don’t wish to put in to your pension you can take as cash instead!
  • Private medical insurance (anyone can choose this through our flexible benefits scheme, and managers receive this as standard)
  • Attractive holiday entitlement
  • 50% off our Home, Motor and Pet insurance
  • Free Travel insurance
  • Free Green Flag breakdown cover
  • Flexible rewards including Life insurance, income protection, critical illness insurance, personal accident insurance
  • Retail card, with discounts at big name retailers
  • My Discounts - a discounts website for all our employees, with great discounts, cash back savings and offers across hundreds of brilliant  high street brands, travel, tickets, gym memberships and much more.

Who we are
Direct Line Group is an organisation with a clear mission: to make insurance much easier and better value for customers. We are one of the leading motor, home and small business insurers in the UK. We are home to some of the nation's best-known brands, including Direct Line, Churchill, Privilege, Green Flag and NIG.

Life at Direct Line Group

We recommend that you read our colleagues’ stories and ask them a question on our live discussion platform www.directlinegroupcareers.com/ask-our-people. This will help you learn more about us and be better prepared for interviews.