Complaints Handler

Complaints Handler Marsh Commercial Birmingham

Please note that this is a remote working role thus we are considering candidates based anywhere in the UK as long as they are happy to commute to a local office as and when requested.

The company: Marsh Commercial

• Marsh Commercial is a specialist broker providing commercial and corporate insurance to small, medium and large sized businesses.

The role: Complaints Handler

• We are looking for a Complaints Handler to be responsible for managing a dynamic complaints caseload averaging 100 complaints per year for Marsh Corporate & Risk Management
• The Role will be responsible for undertaking independent investigations and analysis of all complaints which fall outside the remit of the business in order to provide fair and comprehensive resolutions.

What can you expect?

• Manage all complaints (working as part of our Marsh Commercial Central Complaints team) for Marsh Corporate & Risk Management.

• Liaise with all internal and external parties for relevant information required to investigate and resolve complaints.

• Ensuring a culture of TCF adhered to at all times and taking the client's viewpoint to ensure fair and impartial resolution.
• Conducting in depth file reviews and production of detailed complaint investigation reports

What you will be rewarded with?

• We offer competitive salaries and comprehensive benefits.
• We also support programmes including: health & welfare, tuition assistance, pension, employee assistance program, career mobility, employee network groups and volunteer opportunities.

We will rely you to

• Liaise with all relevant parties within Marsh Corporate & Risk Management to resolve complaints in a timely and professional manner.
• You will be required to keep up to date with regulatory and legislative changes, with particular attention to FOS decision making and outcomes.
• Ensure the complaints database is updated and that information held is accurate.
• Assist with root cause feedback and provide recommendations for improvement.
• Assess complaints and where appropriate, make redress recommendation to demonstrate a fair and reasonable solution.
• Fulfil internal reporting requirements

What you need to have:

• Corporate Insurance background/knowledge so that you understand the placement route as we can train the successful candidate on our Complaints Handling methodology
• Impartial, fair, organised and professional at all times
• Problem solver, engaged, independent and customer driven

What makes you stand out:

• Corporate Insurance background either as an account handler/client advisor/placement specialist
• Strong communications/interpersonal skills
• Strong engagement skills
• Calm, intelligent and keen to engage with stakeholders to support and problem solve

About us

We are Marsh Commercial, a diverse community of colleagues, serving a diverse community of clients with insurance, risk management and employee health and benefits advice and solutions.

We help clients succeed by defining, designing, and delivering innovative industry-specific solutions that help them effectively manage risk. Our deep knowledge of both the industry sectors and communities we serve, combined with the time we take to fully understand and meet a client's needs, is what sets us apart.

We're also part of Marsh and McLennan Companies (MMC) a global network of experts in risk, strategy and people. For over 140 years, Marsh & McLennan Companies (MMC) has supported enterprise, helping clients realise, survive and grow in changing times.

We leverage the scale, expertise and access to the broad range of products and services provided by the wider Marsh & McLennan Companies for the benefit of our clients - whilst retaining the flair, flexibility and personal service that our clients have come to expect.

Marsh & McLennan Companies and its affiliates aim to attract and retain the best people regardless of their gender expression or identity, marital and civil partnership status, ethnic origin, nationality, age, background, disability, sexual orientation or beliefs.