Customer Experience Advisor - Sheffield, United Kingdom - Fraterno Ltd

Fraterno Ltd

Verified Company

Sheffield, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Fraterno are thrilled to be supporting a leading company in their expansion, We are looking for a Customer Experience Agent to help with fill a role in a retentions team.

The team is set up to provide clients with exceptional service.

The main aim is to assist clients who are wishing to cancel their claims or who we have not received contact over a set period.

The team are there to answer any client concerns and queries surrounding their claim, address and overcome any issues they may have.

Primary Duties

Complete outgoing calls and other methods of contact to any clients who have entered the retention process.
Retain clients who have expressed a wish to cancel their claim or clients who we have been unable to contact.
Monitor all incoming calls to the retention line.
Assist clients with any concerns they have regarding their claim, including explaining CFA documents and advising clients when they may be in breach of this.
Referring retention clients onto relevant teams to progress their claim once successfully retained.
Flagging any potential complaints to relevant TL/TM's.
Completing welcome calls with clients and answering any initial questions they have regarding their claim/CFA documents.
Monitoring files from the point of retention to either successful retainment or closure.

Attributes & Competencies Required