Do you have a passion for resolving concerns for customers? Do you want to be engaged in continually improving our customers’ journey to deliver a 5 star experience? Then we’re looking for you to join our global, dynamic team.
As a Complaint Handlers, you will responsible for investigating complaints and using the insights gained from your analysis to drive improvements in our business. With an empathetic nature, you will take ownership of the customer’s concerns to ensure these are fully resolved in line with regulatory requirements. You will work collaboratively as a team as well as partner with our key stakeholders to share insights and suggest improvements.
What you’ll do:
Accurately log and acknowledge complaints within agreed timelines
Take ownership of complaint investigations to identify the root cause
Support your colleagues on complaints and other defined tasks to achieve internal and external targets
Conduct detailed, thorough and qualitative root cause analysis to provide meaningful insights, leading to corrective actions and process improvements
Maximise insights gained on the member journey from customer outreaches performed, with a view to learning from and improving customer experience
Partner and work collaboratively with relevant departments and key stakeholders to achieve quick and accurate resolution
Highlight key trends to management along with suggested improvement opportunities, sharing best practices to align our processes effectively
Support customers to make sure their concerns are addressed and resolved effectively
Take shared accountability of volumes and turn-around times, working with colleagues to ensure complaints are acknowledged and addressed within regulatory timelines, highlighting any concerns to management immediately
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Build effective relations with internal departments to ensure all resources are utilised to the benefit of the customer and aid timely responses
Carry out any ad-hoc tasks as required to meet the business needs
What you’ll bring:
Experience of working within the financial services/insurance sectors
Proven track record of delivering high quality customer service
Excellent communication skills
Proficient in Microsoft Office
Inquisitive nature with a desire to identify root causes and resolve customer concerns
Passion about taking ownership of the customer experience and enhance it at every opportunity
Excellent communication and organisational skills with ability to prioritise and re-organise workload at short notice, balancing various tasks at once while achieving deadlines
Ability to assertively engage with internal and external customers at all levels
Target orientated, meeting timelines and deliverables
Ability to work efficiently with both speed and accuracy when performing tasks
Customer centricity with the ability to be diplomatic and empathetic, while following processes and guidelines
Motivation, resilience and excellent team working skills
Strong analytical and problem solving skills
Ability to identify areas of improvement across the business, with a view to assist in creating and implementing solutions
Confidence to constructively challenge decisions if necessary
Ability to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues
Confidence to manage conflict and find workable solutions
Ability to work under own initiative and be proactive in recommending and implementing process improvements
Demonstrable knowledge of FCA complaint handling, although not essential as training will be provided
Why join our team?
You’ll be part of a truly global team with a wide range of experience and knowledge
You’ll be warmly welcomed and be supported from your induction, throughout your journey with us
Continued attractive benefits package
You’ll have a great sense of achievement by resolving customer concerns, making a difference to their lives and improving the customer experience
You’ll receive training on regulatory guidelines and complaint handling processes
You’ll have the opportunity to further develop your skills and business knowledge
About The Cigna Group
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
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