Job Description
Job title:
Customer Services / Complaints Handler Key tasks & responsibilities: Respond to complaints received from policyholders and IFAs via multichannel. Process complaints on policies in priority order as determined by the Company Work Management System, maintaining day-to-day service standards to agreed levels. Liaise with internal and external parties to discuss specific complaints to achieve appropriate outcomes for customers. Respond to customer complaints via written communication in a professional and considerate manner to maintain good customer relations. Ensure customers are treated fairly and that a high level of service is delivered, keeping them informed of any delays in accordance with procedures and customer expectations. Liaise directly with other departments within HCL to improve service and suggest improvements where appropriate. Bring to the attention of Senior Management any issues or concerns that could negatively impact HCL or clients' reputations. Participate fully in departmental and team meetings to relay information, promote effective communication, and suggest process improvements. Work with colleagues towards operating self-managed teams. Comply with industry compliance and legislative requirements under the guidance of the Team Leader, ensuring adherence to controls and procedures. Ensure data security precautions are undertaken at all times to prevent identity theft. Follow all policy fraud controls to prevent fraudulent transactions against policies. Undertake any other duties as deemed appropriate by the Team Leader.
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Job title:
Customer Services / Complaints Handler Key tasks & responsibilities: Respond to complaints received from policyholders and IFAs via multichannel. Process complaints on policies in priority order as determined by the Company Work Management System, maintaining day-to-day service standards to agreed levels. Liaise with internal and external parties to discuss specific complaints to achieve appropriate outcomes for customers. Respond to customer complaints via written communication in a professional and considerate manner to maintain good customer relations. Ensure customers are treated fairly and that a high level of service is delivered, keeping them informed of any delays in accordance with procedures and customer expectations. Liaise directly with other departments within HCL to improve service and suggest improvements where appropriate. Bring to the attention of Senior Management any issues or concerns that could negatively impact HCL or clients' reputations. Participate fully in departmental and team meetings to relay information, promote effective communication, and suggest process improvements. Work with colleagues towards operating self-managed teams. Comply with industry compliance and legislative requirements under the guidance of the Team Leader, ensuring adherence to controls and procedures. Ensure data security precautions are undertaken at all times to prevent identity theft. Follow all policy fraud controls to prevent fraudulent transactions against policies. Undertake any other duties as deemed appropriate by the Team Leader.
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Industry:
IT Services and IT Consulting
Employees:
10,001+
Annual Revenue:
€11.54B
Founded:
1998
Address:
70 Gracechurch Street, 6th Floor, London, England, GB, EC3V 0XL
HCLTech is a global technology company, home to more than 218,000 people across 59 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2024 totaled $13.7 billion. To learn how we can supercharge progress for you, visit hcltech.com.
