Complaints Handler | Health-on-Line Careers

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Complaints Handler
(12 month fixed term contract)

Salary: £19,000
Location: Bournemouth

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Complaints Handler Description

Are you looking for a highly rewarding role where you can put customer satisfaction at the heart of everything you do? Do you pride yourself on your customer service? If so, then you have come to the right place!

Here at Health-on-Line we’re looking for a confident and helpful Customer Relationship Consultant to join our team. Our dedicated Customer Relations Team Manager, Andrew, heads up the team, he started with Health-on-Line as Customer Relationship Consultant and was promoted.

What will I be doing?

You’ll be assisting with the investigation and resolution of complaints. You will accurately log and acknowledge all reportable complaints, in line with FCA and company guidelines.

Identifying and resolving complaints is an important part of the role and you’ll be expected to liaise with colleagues, underwriters and regulatory bodies, and from time to time, may get involved with Early Resolution Complaints.

Strong communication and professionalism at all times is crucial, as well as excellent attention to detail and being confident in decision making.

Previous experience in complaint handling or working in a regulated environment is essential. It would be advantageous to have basic knowledge of medical terminology and underwriting processes. Basic knowledge of FCA guidelines and principles would be desirable, however is not essential.

You will be open minded, have a positive outlook with the ability to liaise with a diverse range of people and be a great team player too! If you want the opportunity to resolve issues to improve a customer’s journey, then this role could be great for you!

Our Customer Relations team work 35 hours per week Monday to Friday, with shifts of 8am-4pm, 9am-5pm and 10am-6pm.

How can we help you give the best customer service possible?

We support all our new starters through our initial 1-2 week training programme with our enthusiastic training team. It’s delivered within a fun and interactive classroom environment where you’ll meet your colleagues from various departments across the business, whether it be sales, HR or IT. Once you’ve completed this training you’ll move to your team where you’ll receive plenty more training and guidance from Andrew, Amy (his team senior) and the rest of the team.

What benefits will you receive?

We like to look after our staff! For this position you’ll be paid £19,000 per year. You’ll get 20 days’ holiday plus bank holidays. You’ll also get an extra day off for your birthday, if you move into a house you have purchased and if you get married. We offer a pension scheme, an employee assistance programme and an opportunity to purchase AXA shares at a discounted rate. We have a generous refer-a-friend scheme where you can earn up to £1,000, and a team budget throughout the year for entertainment. Once you’ve passed probation you’ll be entitled to private medical insurance and our cycle to work scheme.

Do you want to be rewarded for your hard work? Well… the team have lots of rewards and incentives, such as ‘Star of the Week’.

The team enjoy social outings, whether it’s dinner at the Hilton, a boat trip to Swanage or a pizza night. The manager, Andrew, has also hosted a dinner party, team members came with a dish of their choice!

Who are Health-on-Line?

Health-on-Line began in 2000 with just 8 people. Fast forward to 2019 and we have a diverse workforce of over 500 people across two sites – Bournemouth and Bristol! Our culture is what makes us unique and we’re really proud of the family feel we have in the office. Across the whole business we recruit people not only because they have a remarkable skillset, but because they share our core company values: integrity, passion, customer focus, team spirit and innovation. In addition, we are owned by AXA PPP and have been working alongside them since 2005.

What next?

All you need to do is ‘apply now’ and Jocelyn, Laura or Holly from our recruitment team will give you a call.

If you have any questions please call us on 01202 544270 or email recruitment@health-on-line and we’ll be more than happy to help!

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