Complaints Handler (m/f/d) (Croydon, ENG, GB, CR9 6HD)

Allianz
United Kingdom
Workplace: OnsiteFull timeFunction: Data Science & Machine LearningSkills: ["Communication","Attention to detail","Organizational skills","Problem-solving","Decision-making"]

Handle customer complaints via telephone and email, owning each case from receipt through resolution with timely investigations and fair outcomes. Maintain compliant, accurate records in complaint management systems, and draft customer-facing communications including acknowledgements and Final Response Letters. Manage multiple cases to meet FCA timescales, department SLAs, and KPI targets. Identify trends and escalate complex risks with recommendations, working effectively with AI- and analytics-enabled tools.

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FursaFursa
Allianz
Allianz
1 day ago

Complaints Handler (m/f/d) (Croydon, ENG, GB, CR9 6HD)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Handle customer complaints via telephone and email, owning each case from receipt through resolution with timely investigations and fair outcomes. Maintain compliant, accurate records in complaint management systems, and draft customer-facing communications including acknowledgements and Final Response Letters. Manage multiple cases to meet FCA timescales, department SLAs, and KPI targets. Identify trends and escalate complex risks with recommendations, working effectively with AI- and analytics-enabled tools.
Location: United Kingdom
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Data Science & Machine Learning
Seniority: Mid level

Key Responsibilities

  • •Handle customer complaints received via telephone and email, managing difficult conversations professionally and empathetically.
  • •Own complaint cases from receipt to resolution, ensuring timely responses, thorough root-cause investigation, and collaboration for fair outcomes.
  • •Maintain accurate complaint records in the complaint management system to meet regulatory requirements, FCA timescales, and internal SLAs.
  • •Prepare customer-facing communications including acknowledgements, updates, and Final Response Letters with clear, accurate professionalism.
  • •Manage workload across multiple cases and priorities to meet productivity, quality, KPI, and SLA targets; identify trends and escalate complex risks to management.

Key Requirements

  • •Previous experience in customer service, complaints handling, customer relations, or customer resolution with a track record of excellent customer outcomes.
  • •Experience handling regulated customer complaints, ideally in insurance, financial services, assistance, or other regulated industries.
  • •Excellent communication skills, including professional telephone handling and strong letter-writing for challenging conversations.
  • •Strong attention to detail and organizational ability to manage multiple cases accurately and meet deadlines.
  • •Proficiency in Microsoft Office and experience using case management, CRM, or complaint management systems.
Experience:InsuranceFinancial servicesRegulated industriesAssistance
Skills:CommunicationAttention to detailOrganizational skillsProblem-solvingDecision-making
Tech Stack:Microsoft OfficeAIMachine learningData analyticsCloud-based toolsCase managementCRMComplaint management systems

Company Brief

Allianz
Global insurance and financial services group offering property-casualty insurance, life and health insurance, asset management, and corporate risk solutions to individuals, businesses, and institutions across more than 70 countries.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Munich, Germany
Founded: 1890
WebsiteLinkedIn