Subsidence- Customer Experience Advisor

To deliver a positive experience and positive outcomes for customers within the subsidence team, responsible for the fair, consistent, and timely resolution of complaints in line with regulatory requirements. The role focuses on investigating and concluding complaints, including complex and sensitive cases ensuring timely and early resolution.

To maintain and actively manage a watchlist of sensitive and high-risk cases, including those involving multiple or repeat complainants. Ensuring all cases are tightly controlled and remain on track throughout the claim lifecycle. Provide clear oversight, early risk identification, and coordinated actions to support timely and consistent onward claim progression and effective stakeholder communication.

 

• Take full ownership of complaints relating to subsidence claims from receipt through to final resolution.


• Ensure all complaints are acknowledged, investigated, and concluded within regulatory and internal timescales.


• Conduct thorough and impartial investigations, reviewing claim files, technical reports, and correspondence.


• Maximising telephone contact to ensure early progression/resolution of complaints


• Draft clear, concise, and compliant response and resolution letters in line with agreed quality standards.


• Manage multiple complaint cases simultaneously, including those involving complex or overlapping issues.


• Handle high-risk, sensitive, or escalated complaints, including those involving vulnerable customers or reputational risk.


• Maintain oversight of cases with multiple complaints or repeat complainants, ensuring consistency and fairness in outcomes.


• Work closely with Central Customer Service Team to support with resolution of complaints and administering monthly complaints MI 


• Identify trends or systemic issues arising from complaints and escalate where appropriate.


• Work closely with claims handlers, subsidence consultants, and other stakeholders to gather information and drive resolution.


• Maintain accurate complaint logging and resolution records through central Crawford complaint systems (Workpro)


• Provide guidance and feedback to operational teams to improve complaint handling and reduce recurrence.


• Act as a point of expertise for complaint-related queries within the team.


• Ensure all complaint handling aligns with FCA regulations and internal complaint procedures.


• Maintain accurate and detailed records of all complaint activity.


• Support audit and training processes, reporting requirements, and quality assurance reviews.


• Monitor deadlines and ensure strict adherence to complaint handling timeframes.


• Analyse complaint data to identify root causes and recurring issues.

Contribute to process improvements and service enhancements to reduce complaint volumes.

Essential:

• Proven experience in complaints handling within insurance, ideally property or subsidence claims.
• Strong understanding of FCA complaint handling rules and regulatory expectations.
• Experience dealing with complex, sensitive, and escalated complaints.
• Excellent written communication skills, particularly in drafting formal complaint responses.
• Excellent telephone communication skills 
• Strong analytical and investigative skills.
• Ability to manage multiple priorities and work to strict deadlines.
• Confident in handling challenging conversations with professionalism and empathy.
• Team player with excellent customer service, organisational & communication skills.
• Previous claims/complaint handling experience.
• Knowledge of Insurance Principles
• Builds and maintains positive working relationships
• Shows empathy to customers and gains their confidence through technical expertise.
• Demonstrates personal integrity in a way which is consistent with the Company’s core values.
• Demonstrates a ‘can do’ attitude and is solution orientated

Desirable: 

• Insurance qualification to Certificate level essential - Cert CII/Cert CILA or commitment to achieve 
• Sound knowledge of the subsidence claims handling process
• Detailed knowledge of subsidence claims handling 
• Understanding of Building Construction
• Detailed knowledge of internal complaints handling procedures
• Knowledge of FCA & Compliance procedures
• Detailed understanding of Client requirements
• Takes decisive action based on analysis of options
• Uses technical knowledge to gain commitment
• Demonstrates a desire to continuously improve self and others
• High learning capacity to build on technical knowledge
• Is open and adaptive to change and shows a flexible attitude to meet the needs of the customer