Average Complaints Manager salary in the UK

JOB DESCRIPTION - Complaints Handler The Role: Deal with complex complaints and multi-departmental issues to prevent escalations. Assist the Complaints Manager in managing and coordinating high graded, complex and contentious complaints. Manage your own portfolio of claims from inception to completion. Key Activities: Proactively assist the Complaints manager on delivering advice with complaints regulations and handling, ensuring that you comply with any new regulations or processes, and that these are effectively communicated and embedded across all arms of the business.Providing a robust high quality complaints service.Assist and support in the analysis and identification any issues of concern arising from complaints.Track any identified patterns or trends and report to the Complaints Manager for remedial action.Work closely with the line managers, across all arms of the business, to gain a full and factual understanding of key issues for the service users.Use analytical data to ensure that lessons are learned from registered complaints, through feedback to services, giving indication on adaptations needed for future prevention.Work with the Complaints Manager and the MI team to produce formal reports for training and tracking purposes.Assist the Complaints Manager in ensuring compliance of the complaints policy, ensuring that policies are developed, reviewed and maintained appropriately in accordance with industry standards.Proactively attend meetings with the Complaints Manager to support with complaints resolution.Ensure that together with the claim’s teams, that they instil a culture where potential complaints are resolved at an early, informal stage, including providing training to support claims resolution where necessary.Review and analyse investigation reports and produce high quality responses to complaints for the Complaints Manager to feed in to obtain the Head of Claims Service Operations signature.Scrutinise complaints for issues that may expose MRC Ltd to adverse media publicity and advise the Directors as appropriate. Skills and Experience required: High level understanding of the essential principles and components of the Claim’s Complaints Procedure.Experience in operating in Complaints Handling.Demonstrable experience of handling complex or contentious complaints, with the ability to remain professional and in control, even under duress. Experience in developing systems ensuring compliance with legislation and with local and national policy and procedures.Knowledge of the issues concerning vulnerable people and the ability to sensitively handle such communications.Experience of dealing with complainants and liaising with individuals and organisations acting on their behalf.Knowledge of confidentiality codes, GDPR, procedures and legislation.Demonstrable experience of managing multiple priorities whilst working to a deadline.Experience of Ombudsman referrals.Excellent written skills, including drafting of investigation reports, letters and executive reports.Excellent verbal communication skills, including the ability to communicate with staff at all levels of the organisation, service users and members of the public.Working understanding of Customer Duty and ICOBS requirementsAbility to manage and deescalate aggressive behaviour.Ability to demonstrate empathy, tact, and firmness across a range of situations. Benefits: Generous company pension.Tools/equipment required for the performance of company duties.Cycle to work scheme.Life Insurance (following successful completion of probationary period).Private Medical Insurance (following successful completion of probationary period).Casual dress policy.Flexible Working.Free on-site parking (where available).EV charging points (where available).Employee Assistance Programme.Free Gym Membership.Cycle to work scheme.Tech scheme.

Our expanding Insurance client has created a new role of Group Complaints Manager to join their Central Assurance Department. This role is offered on a hybrid or office-based basis. You will be supporting all Group Companies, meaning that you will be involved in a wide variety of cases across all their Operations. This will suit an experienced Complaints/Customer Relations professional from the Insurance Industry, so you can lead this vital business activity forward for the Group. This is your chance to make an impact by helping continuously improve and shape our Client's customer experience, and where your contributions will be valued and recognised.As the Group Complaints Manager, you'll be at the forefront of customer service efforts and be responsible for managing and resolving customer complaints. You'll play a crucial role in maintaining the Company's reputation for excellence by addressing customer concerns with empathy, professionalism and integrity. Key Responsibilities of the Group Complaints Manager role include: Handle customer complaints from initiation to resolution, ensuring adherence to Regulatory requirements and Company policies.Investigate complaints thoroughly, gathering all necessary information and evidence to reach fair and informed decisions.Liaise with internal departments to address root causes of complaints and implement corrective actions where necessary.Provide regular updates and reports on complaint trends, identifying areas for improvement and implementing proactive measures to enhance customer satisfaction.Act as a point of escalation for complex or high-priority complaints, demonstrating strong problem-solving skills and a proactive approach to resolution. To be successful as Group Complaints Manager you will demonstrate:: Previous experience in a Complaints/Customer Relations role within the Insurance industry.Strong attention to detail and analytical skills, with the ability to effectively investigate and resolve complaints.Excellent communication and interpersonal skills, with the ability to empathise with customers and diffuse tense situations.Knowledge of Regulatory requirements governing the insurance industry (eg FCA guidelines).Proven ability to work under pressure and manage multiple priorities in a fast-paced environment.

Our expanding Insurance client has created a new role of Group Complaints Manager to join their Central Assurance Department. This role is offered on a hybrid or office-based basis. You will be supporting all Group Companies, meaning that you will be involved in a wide variety of cases across all their Operations. This will suit an experienced Complaints/Customer Relations professional from the Insurance Industry, so you can lead this vital business activity forward for the Group. This is your chance to make an impact by helping continuously improve and shape our Client's customer experience, and where your contributions will be valued and recognised.As the Group Complaints Manager, you'll be at the forefront of customer service efforts and be responsible for managing and resolving customer complaints. You'll play a crucial role in maintaining the Company's reputation for excellence by addressing customer concerns with empathy, professionalism and integrity. Key Responsibilities of the Group Complaints Manager role include: Handle customer complaints from initiation to resolution, ensuring adherence to Regulatory requirements and Company policies.Investigate complaints thoroughly, gathering all necessary information and evidence to reach fair and informed decisions.Liaise with internal departments to address root causes of complaints and implement corrective actions where necessary.Provide regular updates and reports on complaint trends, identifying areas for improvement and implementing proactive measures to enhance customer satisfaction.Act as a point of escalation for complex or high-priority complaints, demonstrating strong problem-solving skills and a proactive approach to resolution. To be successful as Group Complaints Manager you will demonstrate:: Previous experience in a Complaints/Customer Relations role within the Insurance industry.Strong attention to detail and analytical skills, with the ability to effectively investigate and resolve complaints.Excellent communication and interpersonal skills, with the ability to empathise with customers and diffuse tense situations.Knowledge of Regulatory requirements governing the insurance industry (eg FCA guidelines).Proven ability to work under pressure and manage multiple priorities in a fast-paced environment.