Job Details


Dispute Resolution Officer

Ref: HM/DRO Salary: ££23.5K + bens Contract Type: PermanentLocation: Kings Hill

Skill Set

Complaints, Insurance,

A great opportunity with a key employer located on Kings Hill, specialising in insurance.

The position of Dispute Resolution Officer is placed within the Customer Care Team.


The company:

If you want to join a forward thinking organisation that places customer care at the focus of everything they do, then this is the company for you!

The company offers an exceptionally supportive, fun environment in which to work,  with amazing working conditions, promoting from within, wherever possible.

No targets, no hard core sales, just ensuring the customer experience is a memorable one and for all the right reasons!


What is the principal purpose of the role?

The role includes a thorough investigation of all complaints in accordance with FCA (Financial Conduct Authority) regulation, combined with company and policy procedures, ensuring a fair outcome in all cases, which is clearly communicated to the customer. Therefore, some degree of previous complaint handling exprience gained within aninsuramce or financial services settying is required.


Main focus of the position:

The role will include, but is not limited to:

Acknowledging complaints promptly and responding to them within set time limits etc.

Summarising any additional actions required, advising customers when they can expect a final response drafting and sending out correspondence etc.

Maintaining systems for full and accurate record keeping .

Summarising and reporting FOS (Financial Ombudsmen Service) decisions to assist with understanding and consistency going forward.

Resolving customers’ queries, investigating the cause of any complaints, gathering information from relevant departments and clients, then reviewing all relevant documentation.

Identifying and escalating any high profile complaints to management.


What educational qualifications & personal skills are we seeking?

Ideally 5 A – C GCSE’s as a minimum.

Previous experience within insurance Claims.

Exceptional verbal and written communication skills.

The ability to work to struct guidelines and within specific timeframes.

Outstanding interpersonal skills and able to communicate professionally, with a wide range of people.

Courteous yet assertive, organised and methodical, together with a high attention to detail.

Complaint handling.

The ability to see scenarios through the “customer’s eyes”.
Working to ethical standards.

Working to the principals of Treating Customers Fairly.


Salary circa £24K but very attractive benefits (too many to list)!

Hours of work: Monday to Friday

37 hours per week


If you would like to be considered for the above and have the desired experience, then please email your up to date CV as soon as possible.


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Consultant Details

For further information on this opportunity please contact:

Heather Morgan

Tel: 01303 220844


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