Recruiter

Online Resourcing

Job term

Permanent

Job hours

Full time

The purpose of this role is to manage the process from receiving correspondence into the department through to the
allocation of a complaint case to a Complaints Officer in the most timely manner. This includes preparing complaint files
to enable Complaint Officers access to a file which is complete with the necessary data/information to fulfil a full
review of the case, whilst ensuring the customer is kept fully aware of the process and progress of their complaint.

* Classifying and determining the purpose of the correspondence received by the department, and then taking the necessary
action to process the correspondence in line with the operational parameters of the complaints department.
* Investigating and making Time bar decisions on 'out of time' Endowment complaints and then producing a Final Response
letter to the client fully explaining the reason for our decision.
* Investigating and responding to post FRL queries relating to Time Bar cases.
* Ensuring the customer is fully aware of the process by confirming receipt of their complaint and maintaining contact
informing them of the process, timescales and providing regular updates on progress through telephone and written
communication. Our intention is to ensure at all times, the confidence of the customer in our process and our commitment
to promptly and effectively investigate their case.
* On receiving a complaint, delivering an initial review of the documentation, identifying the additional information
required to review the case.
* Liaising with product providers, clients and internal departments to retrieve outstanding data and information.
* Ensuring that your records are completed accurately, action points are managed effectively and audit trails are up to
date at all times. Ensuring that all complaint cases held within the department can be easily retrieved; and the status
of the case can be clearly identified.
* Ensuring that completed cases are correctly structured and audited before being delivered to the allocation process to
await investigation.
* Escalating issues with the deliverance of service level agreements or technical issues with data gathering to the team
manager or team leader for joint resolution.
* Liaison with archive suppliers to ensure the effective control and receipt of required client files.
* Maintaining accurate records to facilitate the management control of service level agreements with archive suppliers.

Responsibility to cover ad hoc duties:

* To undertake projects as and when required, to support the needs of the business or to achieve departmental objectives.
Risk:
* Awareness of operational and regulatory risk, which may impact on Sesame Bankhall Group. Responsible for reporting to
their line manager any risk which may impact on the business.

TCF:
* To highlight to your line manager procedures & processes that do not adhere to the principles of TCF and to put forward
suggestions that improve the TCF practices within the department.
Information Security
* Awareness of all information security principles, policies and procedures and ensure these are followed on a daily
basis. Remain vigilant at all times and report any security concerns, suspicions and/or breaches in a timely manner.
* Excellent Customer facing skills.
* Ability to communicate effectively within the Complaints Team and externally (complainants, PI Insurers, Members,
archive suppliers and Product Providers)
* Investigative research skills, information gathering
* Detailed analysis of written information and data.
* Decision making skills.
* Good organisational skills.
* Able to work to demanding deadline.
* Ability to deal with complex customer queries.
* Good planning and organisational skills with the ability to manage own workload and prioritise tasks.
* Thoroughness and attention to detail.
* Self motivation with the ability to challenge the status quo, and research and offer suggestions for improving
efficiency or customer satisfaction.


complaints co ordinator customer service administrator senior administrator