Customer Experience Advisor

This is a fantastic opportunity to work for our client who specialises in Insurance Claims Management and are a 24/7 operation. Due to continued growth they are looking to recruit additional staff to join their team working within its service centre which is situated on the southern outskirts of Birmingham city centre.

Customer Experience Advisor
Location: Birmingham
Contract: Permanent
Hours: Full Time
Pay Range: £22,000 - £24,000 pro rata dependant on experience, plus pension and other benefits

Our client is seeking enthusiastic, customer focused individuals who will be responsible for handling complaints, predominantly complaints which exceed the FCA’s 3 day informal handling limit.

As the ideal candidate you will be self-motivated with good written and verbal communication skills. To be successful in the post you must have good attention to detail skills, flexible and team working approach and have the ability to respond well and interact to customers. Ideally the candidate will require a solid senior customer service background in handling claims/ complaints.

Key responsibilities of role:

• Log/register complaints onto the claims management system.
• Act as a ‘gatekeeper’ and assist the Operation where appropriate with the resolution of Informal (under 3 day) complaints.
• Take ownership of formal (over 3 day) complaints and manage through to resolution, liaising with the client, operational and all business areas as required.
• Carry out a full investigation into the allegations, adhering closely to pre-determined time scales, with a view to achieving resolution of recordable complaints as swiftly as possible.
• Liaise with Insurer Clients, Insured, approved repairers and other stakeholders as required to resolve issues.
• Compile correspondence to Insurer Clients, setting out details of the issue, investigation/enquiries and resolution recommendations.
• Take ownership and responsibility of each case, whilst maintaining an impartial view.
• Escalate complaint in line with business and Insurer requirements.

In return for the right candidate they will be offering a competitive package including pension and the opportunity to develop with, and be part of, the growing Company.

If you would like to apply for this position, please click the apply button and attach your CV and covering letter. It will be sent automatically to the employer's HR Advisor.

No application via an agency will be accepted.