Customer Services
Financial Services

Customer Complaints Specialist

Ref: 3435| Posted: 19th Oct 2020

Customer Complaints Specialist – Epsom – up to £25,000 plus benefits

Insure Recruitment are currently working with a leading organisation who are expanding their customer service department.

The role involves: -

Understanding the issues surrounding Vulnerable Customers and take referred calls from the Customer Services teams to ensure they are appropriately handled.

Undertaking checks on work completed by the Customer Service teams to ensure appropriate standards are being met, and that Customer Outcomes have been executed correctly.

Undertaking the investigation behind customer complaints and drafting responses.

Responding to Negative Feedback and assisting the Customer Service Team with responses to emails and secure messages.

Assisting in the monitoring of queues, call volumes and response times.

Listening to sample calls and provide constructive advice to team members to ensure a consistently high quality of calls across the teams.

Understanding the principles of Customer First and ensure that these are consistently applied across all work undertaken.

Working with the Business Change team to assist with the embedding of any changes into the Customer Service teams.


The ideal candidate will posses a claim and confident nature with the ability to see tasks through to resolution.

Have dealt with root cause and escalation processes.

Excellent communication skills and be highly organised.

37.5 hour weekend Monday to Friday.


Please apply to the by role submitting your most up to date CV. If your application is successful, we will be in touch within 2 working days of receiving your job application to discuss the opportunity in more detail.

Due to the overwhelming application response, should you not hear from us within 5 working days then please assume that your application has been unsuccessful.