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

Davies Group
Davies Group
Verified Company
Stoke-on-Trent, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

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 in-house systems

Good Microsoft Office skills

Excellent verbal and written communication skills

Excellent time management

Excellent attention to detail

Excellent telephone manner

Ability to multi-task 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
  • 29 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.
More jobs from Davies Group
See all jobs of Davies Group