Insurance Services Complaints Advisor - Liverpool, United Kingdom - Carpenters

Carpenters

Verified Company

Liverpool, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

37 hours per week

Job Purpose:

Handle customer complaints in an efficient and effective manner ensuring prompt and fair resolution whilst adhering to company guidelines, the principles of TCF and regulatory (Financial Conduct Authority) compliance and guidance
To manage and resolve all complaints requiring Financial Ombudsman Service escalation
Monitor the Insurance Services claims results to ensure there is a continual contribution to the firm's quality of all services offered

Key Responsibilities:

Assist with the administration and investigation of all insurance claims complaints, including liaison with all appropriate internal and external parties to secure the relevant information to quickly deal with and resolve the customer query
Contact customers by all appropriate means to gain a full understanding of their query in order to progress the issue to a fair and reasonable outcome and resolution as quickly as possible
Keep up to date with all claims, legal and regulatory developments and procedures
Ensure customer expectations are met, if not exceeded at all times
Support the business in providing quality and meaningful customer resolution data
Assist in the identification of any risk, training or performance needs

Experience & Knowledge:

Experience in the conduct of motor claims handling and customer complaint resolution
A strong awareness of good customer service and Treating Customers Fairly
Attention to detail and able to interpret information, make sound decisions and take ownership of issues to resolution
Excellent interpersonal and communication skills, both written and oral;
A persuasive, strong and confident negotiator
Organised, time management skills and an ability to work under pressure and flexibly to meet business deadlines
Strong IT/case management skills