Complaints Administrator

Brighton, East Sussex
£10.35 per hour
17 Jul 2017
31 Jul 2017
Manpower UK
Job Type
American Express is a global service company, providing customers with exceptional access to products and experiences that enrich lives and build business success. Each day, we make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services, enabling them to do and achieve more. We're committed to becoming the world's most respected service brand and daily deliver extraordinary service to our customers, constantly reinventing our ways of working to ensure we offer rich rewards that redefine expectations for our clients and ourselves.

The Complaint handling team are recruiting for a support role.

Key Deliverables include, but are not limited to:

* Logging and acknowledging complaints in line with strict FCA guidelines.
* Answering customer insurance enquires via letter, e-mail and phone.
* Liaising with partners regarding the successful hand off of complaints.
* Supporting the Insurance Executive team with their case investigation.
* Maintaining and managing a number of spreadsheets and trackers.
* Responding to Claims Management Companies bulk enquires in a professional manner via e-mail.
* Supporting the FOS liaison team with case preparation and investigation
* You will have a sincere and consistent desire to help, inform, solve problems and deliver better solutions for customers.
* You will be determined to see issues through to complete resolution, often working across World Service and with Business Partners to create sustainable solutions.
* You will be required to deliver a high standard of written competence in all your letters whilst displaying unsurpassed levels of Relationship Care.

Required Qualifications:

* Previous experience of the complaint handling process within a regulated environment is essential.
* The successful candidate should have an understanding and proven, detailed knowledge of American Express Insurance policies, procedures and products.
* Exceptional organizational, administrative and interpersonal skills.
* You will often be communicating complex and sensitive concepts to card members via letter so excellent written skills and experience corresponding in writing is essential.
* Dealing with all types of Insurance enquiries as well as managing a varied case load of differing workflows, all needing to be worked alongside each other.
* Liaising with a number of different areas across the business, as well as external partners up to and including senior leaders.
* Ability to pass strict quality checks on all cases whilst maintaining a high level of productivity on an ongoing basis.
* You will be able to spot, raise and be part of rectifying systemic issues.
* Remain Compliant in all aspects of your work and be aware of timeframes, guidelines and the Data Protection of Card members.
* You will be able to deal with complex account issues, whilst protecting the brand name and dealing with sensitive information.
* Attention to detail and timely follow-up.
The successful candidate will need to have a proactive approach to work and the ability to work effectively in a high pressured, demanding area, as well as managing their own workload, ensuring all targets are hit consistently and offering support to team members as and when needed.