Customer Experience & Complaints Specialist

Are you passionate about customer service and helping people through meaningful interactions every day?

Oneplan Insuranc
e is looking for professional, energetic, and customer-focused Customer Service Representatives to support our growing client base across:

• Health Insurance
• Gap Cover
• Pet Insurance

Are you the person people turn to when a customer issue is too complex for the normal process
?

One Plan is looking for a Customer Experience & Complaints Specialist to join our Operations team.

This isn't a traditional customer service role.

We're looking for someone who enjoys investigating complex problems, understanding what went wrong, fixing it properly and making sure it doesn't happen again
.

You'll work across customer complaints, premium and payment discrepancies, refunds, invoicing, policy amendments and other complex escalations that require strong investigation, policy administration and problem-solving skills.

You'll take ownership of complex customer complaints and operational escalations from investigation through to final resolution
.

Your responsibilities will include:

• Investigating and resolving complex customer complaints and escalations
  .
• Identifying root causes and coordinating corrective action.
• Investigating premium discrepancies and payment allocation issues
  .
• Tracing payments that have not correctly reflected against customer policies.
• Investigating and validating refunds and customer credits
  .
• Resolving complex invoicing queries, credit memos and account discrepancies
  .
• Managing specialist policy transactions including redates, cancellations, upgrades, downgrades and dependant changes
  .
• Supporting Short Term policy cancellations and associated premium/refund calculations.
• Correcting complex policy administration errors.
• Supporting Customer Care, Sales, Retentions, QA, Collections and Authorisations with escalated policy amendments.
• Ensuring every financial and policy correction is accurate, authorised and fully traceable
  .
• Identifying recurring system, process and training failures and helping the business prevent them from happening again.

You'll work primarily across Q-Contact, Otobo, Hello Peter and related One Plan and customer interaction platforms

.

Ideally, you'll have 3+ years' experience in insurance, financial services, policy administration, customer escalations or a similar environment.

You'll need:

• Excellent investigative and problem-solving skills.
• Strong understanding of premiums, payments, refunds and policy administration
  .
• Confidence working through complicated transaction histories.
• Exceptional attention to detail.
• Strong written and verbal communication.
• The ability to deal professionally with dissatisfied customers.
• Sound judgement and a strong sense of accountability.
• The ability to work across multiple departments to get an issue resolved.
• A customer-first mindset without compromising financial controls, policy rules or governance
  .