Complaints Handler (m/f/d) (Croydon, ENG, GB, CR9 1BG)

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

Manage and resolve customer complaints across Travel Insurance, Roadside Assistance, and Home Emergency, ensuring fair outcomes, timely resolutions, and strong customer experience. Handle complaints via telephone and email, investigate root causes, maintain compliant records in complaint systems, and produce customer-facing communications including acknowledgements and Final Response Letters. Monitor KPIs/SLAs, identify trends for service improvement, and support compliant complaint handling under FCA, DISP, and Consumer Duty.

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FursaFursa
Allianz
Allianz
2 hours ago

Complaints Handler (m/f/d) (Croydon, ENG, GB, CR9 1BG)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Manage and resolve customer complaints across Travel Insurance, Roadside Assistance, and Home Emergency, ensuring fair outcomes, timely resolutions, and strong customer experience. Handle complaints via telephone and email, investigate root causes, maintain compliant records in complaint systems, and produce customer-facing communications including acknowledgements and Final Response Letters. Monitor KPIs/SLAs, identify trends for service improvement, and support compliant complaint handling under FCA, DISP, and Consumer Duty.
Location: United Kingdom
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Data Science & Machine Learning

Key Responsibilities

  • •Handle customer complaints via telephone and email, managing difficult conversations professionally and empathetically.
  • •Own complaint casework from receipt to resolution, including thorough investigation, stakeholder collaboration, and fair outcomes.
  • •Maintain accurate, comprehensive complaint records in the complaint management system to meet regulatory requirements, FCA timescales, and SLAs.
  • •Prepare customer-facing communications, including complaint acknowledgements, updates, and Final Response Letters.
  • •Identify trends and recurring issues, escalate complex or risky cases to management with clear recommendations, and ensure compliance with DISP and Consumer Duty obligations.

Key Requirements

  • •Previous experience in customer service or complaints handling with a track record of excellent customer outcomes.
  • •Experience handling regulated customer complaints, ideally in insurance, financial services, assistance, or motor industries.
  • •Excellent communication skills, including professional telephone handling and strong letter-writing for customer correspondence.
  • •Strong attention to detail and the ability to manage multiple complaint cases while meeting deadlines and SLA targets.
  • •Proficiency with Microsoft Office and experience using case management, CRM, or complaint management systems.
Experience:InsuranceFinancial servicesAssistanceRegulated industries
Skills:CommunicationAttention to detailOrganizational skillsProblem-solvingDecision-making
Tech Stack:Microsoft OfficeCase management systemCRMComplaint management systemsAIMachine learningData analyticsCloud-based tools

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