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

Davies Group

Verified Company

Stoke-on-Trent, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

CUSTOMER RELATIONS CONSULTANT / COMPLAINTS CONSULTANT

Monday-Friday; 37.5 hours per week

The Davies Group are currently seeking a customer-focused and organised individual to join the Stoke team on a full-time permanent basis You will act as the central point of contact for internal and external customers in the resolution of reportable complaints and attempt to resolve any expressions of dissatisfaction using the appropriate solutions.

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 client's 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
Handle sensitive information in a confidential manner
The above is not an exhaustive list and may change with the overall business objectives of the Company. All employees are expected to carry out any reasonable instruction given by their senior manager, in line with business requirements._

Key Skills Required

5 GCSE's grade A-C including Math's & English
Proven experience within a Customer Relations environment
Knowledge of inhouse systems with good Microsoft Office skills
Excellent verbal and written communication skills, with a firstrate telephone manner
Ability to multitask and prioritise a busy workload
Excellent time management and organisational skills
Strong attention to detail with good listening skills

Benefits

Full training and support provided
Free employee treats in our breakout rooms including fresh fruit, breakfast cereals, tea and coffee, sweets, breakfast bars and canned drinks
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
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
NEW discount platform offering cashback and discounts to thousands of retailers
Kudos points (with 1st, 2nd & 3rd prizes up for grabs each month including £100 gift voucher of your choice)
Casual dress "dress for your day"