Customer Relations Consultant - Stoke-on-Trent, United Kingdom - Davies Group

Davies Group

Verified Company

Stoke-on-Trent, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Relations Consultant

Location:

Salary:
Competitive
Contract Type:Permanent
Closing Date:Monday 16 January 2023
Customer Relations Consultant

Purpose of the role

To take responsibility of allocated complaints and attempt to resolve any expressions of dissatisfaction using the appropriate solutions and alternatives within the relevant time limits.
You will act as a central point of contact for internal and external customers in the resolution of Reportable Complaints.
Duties and Responsibilities
Handle allocated Reportable Complaints for all divisions within the Davies Group, in line with client and company requirements and service standards
Investigate the circumstances of a complaint with all business units considering compensation that may be payable to the insured, where necessary
Draw conclusion and deliver this to the Customer, Client, Heads of Business within the Group and/or our CEO in the event of an escalated complaint
Present information to the insured clearly, effectively and fairly adhering at all times to the clients contractual requirements
Actively adhere to and promote the principles of Fair Treatment of Customers and operate within Financial Conduct Authority (FCA) guidelines
Provide support and guidance to the rest of the Group, to correctly acknowledge all Reportable Complaints
Take ownership of key clients when required ensuring processes are followed and deadlines are strictly adhered to
Ensure Key Performance Indicator targets are reached and maintained

Adhere to Company systems and procedures

Monitor and track root cause analysis and highlight trends and areas of improvement
Handling sensitive information in a confidential manner

All employees are expected to carry out any reasonable instruction given by their senior manager, in line with business requirements- The above is not an exhaustive list and may change with the overall business objectives of the Company.

Key Skills Requirements

5 GCSE's grade A-C including Maths & English
At least 1 years experience of a Customer Relations environment
Knowledge of inhouse systems
Good Microsoft Office skills
Excellent verbal and written communication skills
Excellent time management
Excellent attention to detail
Excellent telephone manner
Ability to multitask and prioritise work load
Good listening skills
Benefits:
Free employee treats in our breakout rooms including fresh fruit, breakfast cereals, tea and coffee, sweets, breakfast bars and canned drinks
New build office in the centre of StokeonTrent
Support with professional qualifications
Yearly bus pass loan (deducted monthly out of your salary to give you a cheaper bus pass)
Close to local amenities
Free parking for permanent employees
Free eyecare vouchers
33 days holiday entitlement (this includes bank holidays which are nonworking days)
Employee refer a friend scheme (If someone you recommend passes their probation, you can be awarded over £500 per person)
Involvement with corporate social responsibility and Davies Foundation charity events
Matched pension contribution

Are you a Davies Person?
All Davies Group employees need to be able to demonstrate our Big IDEA, Inspire, Deliver, Empower and Aspire. It is essential all employees embed these behaviours in line with their job role.