Complaints Advisor

Company: Allianz

Location: Thornton Heath, United Kingdom

Type: Permanent

Job ID: 23174748

Hours: Full time

Salary: Competitive

Job Title

Complaint Handler

Location: Hybrid - Croydon

Department: Customer Service

Salary: £27,058.34

About the role

We're looking for an experienced and professional Complaint Handler to join our Customer Service team. In this role, you'll respond to customer complaints with empathy and efficiency, ensuring every outcome is fair and reflects the high service standards our customers expect. You'll manage a mix of standard complaints and those escalated to the Financial Ombudsman Service (FOS), working within strict timelines and regulatory requirements. This is a fantastic opportunity for someone with strong complaint handling experience who thrives on problem-solving and delivering the very best customer outcomes.

Hours

35 hours per week, Monday to Friday, between 8am and 6pm (with some flexibility in line with business needs).

What you'll be doing

• Log, investigate and resolve complaints efficiently, keeping accurate and up-to-date records.
• Handle cases via phone and email, aiming for resolution within 5 working days wherever possible.
• Liaise with internal teams, external third parties and clients to gather information and ensure swift resolution.
• Provide clear, professional written responses where required.
• Apply FCA guidelines and Treating Customers Fairly (TCF) principles to all complaint handling.
• Recommend and authorise gestures of goodwill where appropriate.
• Escalate complex or high-profile cases to the Customer Service Team Manager.
• Proactively manage KPIs and SLAs to ensure compliance and service excellence.

About you

We're looking for someone with:

• Experience in travel claims or medical assistance (essential).
• Previous experience working in a regulated environment, with knowledge of Consumer Duty.
• Strong track record of handling customer complaints in a professional and empathetic way.
• Excellent written communication and letter-writing skills.
• Confident and professional telephone manner.
• Strong organisational and administration skills, with attention to detail.
• Ability to stay calm under pressure and meet strict deadlines.
• Self-motivation, enthusiasm and a flexible, adaptable approach.

Desirable:

• A-Levels or equivalent.
• Experience in insurance or motor backgrounds.
• Working knowledge of the FCA.

What we offer

• Competitive salary with annual bonus scheme.
• Hybrid working (60/40 office/home split).
• Private Medical Cover.
• Company pension scheme & competitive annual leave.
• Roadside Assistance (free after 6 months' probation).
• Annual flu vaccination & eye care vouchers.
• Discounts on Allianz products, plus high street and online retailers.
• Career development opportunities and continuous training.
• Corporate Social Responsibility days.
• Interest-free season ticket loan after probation.

About Allianz

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, grow, and shape a better future for our customers and the world around us. Dedicated to bringing global protection and care, Allianz Partners is the B2B2C leader in insurance and assistance solutions in the following areas of expertise: travel insurance, assistance, mobile device & digital risks insurance, international health & life and automotive insurance. We care for our customers, and our caring nature extends to our employees. We don't just hire people, we commit to them, nourish them and invest in their careers because we recognize that your development goes hand in hand with our growth and success. We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation. Join us. Let's care for tomorrow.