Senior Complaints Handler

This is the job

Job Title: Senior Complaints Manager
Location: Leatherhead (Office based position)
Salary: £27,000
Contract: Full time – Permanent
Hours: Monday-Friday, 9am-5pm

We are excited to be able to offer the opportunity to join us as a Complaints and Claims Handler, working in a brand-new dedicated manufacturer area.

You will be forming part of our Complaints Support Team to help provide our major partner with a UK Customer-First Solutions Centre and because of this are looking for dedicated individuals who are ready to embrace change.

With a strong focus on providing a first-class service to customers for one of our dedicated manufacturer clients, you’ll be resolving claims and complaints whilst being someone our customers can really rely upon when they need us most.

This is an exciting role with only positions available and is great opportunity for you to be part of something new and learn new skills.

We are the engine that keeps Britain moving, apply now to unleash your potential!

What will I be doing?

• Handling claims and complaints from customers, gathering information to help you resolve them and applying logic to assess the best course of action.
• Proactively maintaining knowledge of products and services and learning new information to solve our customers complaints and queries.
• Pushing for better by using resources, tools and systems available, to offer the best customer service and ensuring that the system is kept up to date and accurate as part of each and every interaction.
• Striving to ensure that each and every customer receives a top-class customer service that is expected from our iconic brand!
• To analyse Complaints data, produce and maintain monthly and ad hoc reports demonstrating the department’s key KPIs.
• To analyse customer feedback, identifying and developing innovative, practical changes and improvements to existing business practices.
• Effective root cause analysis including complaints data and customer feedback.
• Engage with stakeholders
• Prepare reports relating to Complaints data, Root cause analysis and Change management and present these to the leadership team at informal meetings and formal presentations, in an agreed format.
• Ensure regulatory compliance is part of what we do and in-built to our business processes and all change activities

We’re looking for someone who is:

• A skilled individual: you’ll need to be proficient in end-to-end, complex complaint handling.
• A problem solver: you’ll need to be able to actively resolve complaints and claims within our dedicated timescales efficiently with the ability to effectively communicate information and reasonings
• A team player: you will be working with multiple teams to aid you in resolution of claims and complaints.
• An explorer: you’ll be working on new systems, so we need you to be curious and inquisitive; learning new information and applying it quickly.
• A self-starter: you’ll be proactive taking pride and ownership in what you do, while confidently prioritising your workload
• A comrade: You will work effectively within a team and be viewed as someone your colleagues can rely upon

Additional information

Here’s what we offer you

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

• Free AA breakdown membership from day one, 50% discount for family and friends in the first year plus discounts on other AA products
• 25 days annual leave plus bank holidays + the option to buy additional annual leave
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
• Pension scheme available up to 7% contribution
• Exclusive EV discount scheme
• Diverse learning and development opportunities to support you to progress in your career

At the AA, our people are the key to our success and always pushing for better, ensuring we provide our members with outstanding service. We’re passionate about creating a positive, empowering and collaborative culture, making the AA the best place to start or continue your career!