Complaints Investigator

Role Purpose

• Assist with all administrative aspects of complaints handling to ensure that the business adheres to regulatory and group requirements.
• To operate according to established controls that enable ERGO UK and clients to treat customers fairly and keep the customers at the centre of ERGO’s and clients’ businesses.
• To demonstrate a high work ethic and possess core knowledge and skills to support strategic objectives.

Duties and Responsibilities

• Plan and prioritise allocated workloads against agreed service standards.
• Take ownership for investigating and responding to internal and external requests accurately and efficiently.
• Competent in handling complaint correspondence and resolving challenging customer communications and queries to effective resolution.
• Ensure all work completed is done so in accordance with applicable regulation, procedure and policy whilst utilising judgement to resolve issues and record trends
• Any other duties that your manager may reasonably require.

Conduct Requirements

• You must act with integrity.
• You must act with due care, skill and diligence.
• You must be open and cooperative with the FCA and other regulators.
• You must pay due regard to the interests of customers and treat them fairly.
• You must observe proper standards of market conduct.

The company will be required to report to the FCA any disciplinary action taken in relation to a breach of these rules.

The company requires annual training to be undertaken regarding compliance that is appropriate to your role.

Skills and Competencies

• Team player - Demonstrates flexibility and empathy and takes responsibility as required
• Delivering Results - Demonstrates commitment to the identified results, meets deadlines, is motivated and has a “can do” approach
• Regulatory & Compliance - Demonstrates an awareness of the regulatory environment and implements regulatory and compliance requirements as appropriate
• Proactivity & Initiative - Uses initiative, shares ideas and suggests improvements, constructively challenges the status quo
• Transparency - Operates in a fair, open manner, surfaces issues in a timely way

• Accuracy - Demonstrates diligence and attention to detail to ensure thoroughness and accuracy in tasks

Core Competences

• Company & Industry Awareness - Understanding and knowledge of the business and the market; awareness of financial issues and business priorities
• Interpersonal & Communication Skills - Builds effective relationships with stakeholders and communicates in a clear way. Listens and adapts style to particular situations, sensitive to individuals and circumstances
• Planning & Organising - Organises time and prioritises effectively to deliver within expected timeframe
• People Management - Responsible for managing the performance of others effectively, sets, communicates and measures clear performance expectations. Motivates others and supports high morale
• Customer Focus - Maintains professionalism, fair treatment and effective relationship management. Responds in a timely way demonstrating respect, tact and diplomacy
• Decision Making - Looks to solve problems in a constructive way, makes timely decisions, and develops results-focused action plans

Information Security Responsibilities

• Ensure all work and activities performed in this role adhere to the organisation's information security policies, standards, and procedures.
• Proactively identify and mitigate information security risks associated with assigned duties and responsibilities.
• Participate in regular security awareness training and apply best practices for securing data, systems, and applications.
• Report any suspected security incidents, vulnerabilities, or policy violations to the information security team immediately.

What we Offer

You will join a collaborative, fast-paced environment where you can contribute to key business priorities and help strengthen operational ways of working.

Our benefits are designed to support and add value, offering recognition for your work and fair reward. We offer a range of benefits including hybrid working, life insurance, private medical and dental cover and volunteering days.

Why ERGO?

The ERGO brand is well-established in its target markets, supported throughout the year by Group A-rated securities and the strong economic ownership of ERGO Versicherung AG.

ERGO UK Specialty continues to both secure profitable, sustainable business in the UK and Ireland and strengthen our capacity management and operational capabilities. This is leading to continued efficiencies through the drive for simplicity in products, processes and wordings.

The client management of ERGO UK Specialty is focused on the acquisition of profitable business in close cooperation with its clients. ERGO UK Specialty is a leading expert in its chosen segments of its target markets through consistency, continuity and quality of capacity. We have been underwriting successful specialty business in the UK since 2001 and under ERGO ownership since 2013.