Senior Customer Advisor - Clifton, United Kingdom - Reed Business Support

Reed Business Support

Verified Company

Clifton, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Do you want to work for a company that offer outstanding benefits, hybrid working, have an office with beautiful walking locations nearby, are a top 50 South West employer and an opportunity for career progression?

Are you hugely passionate about going that EXTRA MILE for customers?

REED have partnered with a global, award winning, family founded professional services firm based near
Clifton Triangle, Bristol. Recruiting for a
Senior Customer Relations Advisor, on a
full time, permanent basis.

About you

You are an empathetic and detailed-oriented person, ready to put the customer front and centre as you resolve their concerns.

Ideally, you have experience in a complaints handling role and are used to providing frontline customer support, both on the phoneand in writing.

We're very open on background that you come from, preferably from a professional services industry would be advantageous.

About

You will be responsible for responding to all escalated customer complaints (from the insured) arising from the contract of insurance and related products our Client offers.

You will liaise with all parties connected to the complaint and ensure issues are addressed and remedied in accordance with the Company's FCA commitments and ethos of customer service.

Moreover, you will maintain and review relevant statistics and information to identify areas for improvement and training needs for the wider Claims team.

Duties
Provide a timely, professional, and high-quality service to our insured, often at a time of crisis in their lives.
Investigate and assess all customer complaints, identifying the most cost-efficient and appropriate remedy without conflict to our FSA commitments.
Ensure accurate records are kept of the complaint to aid with audits or escalated matters.
Plan & prioritise your own workload to ensure you meet company and FSA deadlines.
Carry out all tasks in line with stipulated processes, procedures & authority limits.

Assume responsibility for quality control and compliance on own caseload, including accuracy and timeliness of record keeping, file management and management reporting and information.

Handle confidential information in line with data protection and ISO rules.

Work effectively with all stakeholders to the complaint (including solicitors, suppliers, brokers and underwriters) to ensure complaints are processed without undue delay.

Maintain ongoing contact with the insured throughout the process to report on progress.

Requirements:

Minimum 5 GCSE Grade C+ or equivalent
Couple of years experience working within Complaints Handling
Outstanding communication skills, both written and verbal
Competent in Microsoft Office suite
High attention to detail
Organised
Good numeracy & literacy skills

Benefits

Minimum of 26 days annual leave plus bank holidays, with the option of buying an additional 5 days and carrying over.

Pension: 7% Employer contributions in return for just 2% Employee.
Free Legal Expenses Insurance and Motor Breakdown Cover.
x4 Life Cover.
Health Cash Plan (currently BHSF worth £156pa - tax paid by employer).
Gym subsidy worth up to £25 pcm.
Cycle scheme and interest free commuter loans.
Company Sick Pay and enhanced Parental Leave.
Free coffee, tea, squash and biscuits.
Free company events and socials.
Learning expenses and time for study and exams.
Time off for charity work and giving back.