Customer Experience Analyst

Type: Permanent

Hours: Full Time

Salary: Competitive

Location: Peterborough

Department: Complaints

Reports To: Complaints Team Manager


At iGO4 we are looking for individuals who have a "can do" attitude where nothing is too much trouble. In return, we can provide a great working environment, rewarding work that makes a difference and excellent career prospects. 

We have an exciting opportunity to join the Complaints Team as a Customer Experience Analyst.

Reporting to the Complaints Manager you will play a key role in identifying, handling and analysing complaints, alongside identifying process and customer service enhancements.


• Identify and record complaints received by all media types

• Ensure all complaints are investigated and resolved to the customers' satisfaction and that they receive a first class professional service at all times

• Update and maintain the central record of complaints to ensure accurate data is held at all times

• Investigate complaints by liaising with relevant business areas

• Assist with root cause analysis to identify and remedy systemic complaints

• Monitor processes and make improvement recommendations as necessary

• Assist in the collation of information requested by external audit teams

• Ensure controls are in place to meet daily workloads and business timescales

• Ensure all activities comply with FCA and TCF guidelines• A background in Insurance Industry

• Experience within a customer service environment

• Preferable FCA experience and knowledge of Insurance: Conduct of Business (ICOBS) and Dispute Resolution (DISP) sections of the handbook

• Experience in using Windows packages and database systems

• Excellent  communication skills both verbal and written

• Ability to use own initiative in order to make decisions and solve problems

• Excellent interpersonal skills and be a team player who leads by example


• Company Pension Scheme 

• Life Assurance

• Employee Assistance Programme

• Wide choice of flexible benefits including Childcare Vouchers and Holiday Trading

• Shopping Discounts

• 5 weeks holiday entitlement plus UK Bank Holidays and the ability to earn up to 5 additional days

• Free Parking

Taking applications until: 25-03-2019

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