Customer Support Assistant
London
£40,000 - £45,000 per annum
Compancy client currently recruiting for a Customer Support Assistant to join our client in London.
Our client is one of Europe's largest general insurance businesses and we are supporting them in their search for a Claims Handler / Complaints Executive to support in ensuring customers are fully supported when contacting the business.
Key Responsibilities;
* Support the Manager to organise and complete assessments of the support provided by outsourced service providers who distribute and/or service products in scope of the FCAs Consumer Duty on behalf of the business. Specifically evaluate written and verbal communications against a set of standards to test that it meets the.
* Identify opportunities for the business to meet the Consumer Principle (Principle 12) A firm must act to deliver good outcomes for retail customers through assessments and monitoring remedial plans.
* Manage the mail and the general enquiries & complaint inboxes. Forward mail/emails to the appropriate internal manager or external third part.
* Answer emails, phone calls and letters from retail customers, ensuring they receive the support they need and that the standards set out in the FCA's Consumer Duty rules, and the businesses Customers Policy are met.
* Handle enquiries directly addressed to the Complaint Management Function. Identify and record any complaints and acknowledge the complaint within 5 days. Get in touch with internal and external third parties to gather information pertinent to the matters raised by the customer. Draft a response and coordinate with the Manager to reply with 8 weeks of receiving the complaint.
What are we looking for?
* Understanding of the FCA's Dispute Resolution and Consumer Duty rules.
* Experience having worked in a customer facing role in financial services.
* Excellent communication skills both verbal and written
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