Technical Complaints Handler

Role Overview

Join ARAG UK as a Technical Complaints Handler based in our Bristol office, supporting the UK’s largest Legal Expenses insurer's dedication to Access to Justice. This role focuses on managing and resolving three-day complaints for customers and business partners promptly, ensuring a high standard of customer service and regulatory compliance.

Key Responsibilities

• Handle a caseload of three-day complaints from clients, partners, and solicitors by following proper escalation and resolution procedures.
• Maintain respectful, personalized communication in every interaction with customers and colleagues.
• Assist in coaching Claims Handlers to improve their resolution of three-day complaints and their broader claims knowledge.
• Monitor and analyze complaints activity across ARAG UK, documenting and reporting issues and corrective actions through designated channels.
• Provide follow-up primarily via telephone to resolve complaints effectively, while delivering feedback to claims teams on operational improvements and training requirements.
• Ensure adherence to regulatory standards for complaints management.

Candidate Profile

• Experience in complaints handling within the financial services sector, with familiarity applying FCA complaint handling regulations.
• Strong problem-solving skills, enabling thorough independent investigations and ensuring fair outcomes for customers.
• Capability to offer feedback in a supportive and constructive manner.
• Passion for providing excellent customer experiences.
• Effective time management skills to maintain both quality and efficiency.

Benefits

• 26 days annual leave plus bank holidays and an additional discretionary "MyDay" each year.
• Company pension with contributions up to 10% employer match.
• Option to purchase up to 5 additional days of annual leave annually.
• Employee Reward and Incentive Scheme.
• Clear career progression and development opportunities.
• Membership of a Sports and Social Club offering discounts on theatre, sports events, and shopping.
• Group Income Protection and Legal Protection for all employees.
• European Motor Assistance and Home Emergency Assistance services.
• Access to a Health Cash Plan.
• Salary sacrifice schemes including a Cycle to Work program.
• Employee discounts platform with thousands of offers including gym memberships across over 3,000 UK gyms.