Customer Relations Advisor
- Recruiter
- Confidential
- Location
- Halifax
- Salary
- depending on experience
- Posted
- 14 Sep 2020
- Closes
- 23 Sep 2020
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Customer Relations Advisor
What would you be responsible for in this role?
* To work as part of the Customer Relations Team in order to provide a dynamic, sensitive, fair and proactive complaints service.
* To handle a portfolio of complaints from receipt through to conclusion ensuring that they are handled in accordance with the Cov??a Insurance Internal Complaints Procedure (ICP) and Financial Ombudsman Service (FOS) precedents.
* To actively promote best practice and excellent customer care throughout Cov??a Insurance using various and appropriate communication methods.
* To develop and maintain effective relationships with colleagues, customers and suppliers to support the team and it's objectives as well as the growth of the business.
* Accurately record complaints on the relevant complaints database.
* Liaise with customers on a regular basis by telephone and through written communication keeping them informed of the progress of the case.
* Plan, organise and prioritise workloads to meet regulatory deadlines and internally agreed service levels.
* Capture root causes of complaints and gather customer feedback to enable insight into customer pain points to help drive improvements and reduce future complaint levels.
* Keep up to date with Legislation and process changes.
* Act as a referral support to business areas.
What would we like to see in you?
We are looking for a team player who has excellent rapport building skills and is confident dealing with customer complaints sensitively and efficiently, both on the phone and via email. You must be proactive and able to deal with periods of high pressure, to ensure you remain productive and meet strict deadlines.
Skills and capabilities
* Experience of dealing with complaints and customer feedback.
* Excellent communication skills with the ability to convey information in a professional and efficient manner.
* Strong customer focus.
* A flair for investigation and resolution of complex queries.
* Organised and able to manage and prioritise own workload.
* Ability to work under pressure and meet stringent deadlines.
* Ability to deliver a high level of accuracy and productivity.
* Excellent attention to detail.
* Knowledge of FCA/FOS
What's on offer?
* Salary up to GBP18,500 DOE with annual bonus scheme
* 36.25 working hours per week with flexitime
* 25 days annual leave + bank holidays
* 4 times salary Group Life Assurance
* 7.5% minimum employer pension contribution to maximum of 9% (employee required to contribute minimum 1.5%)
* 1 x eye care voucher per year
* 1 x flu vaccination per year
* Continued professional development through internal training
* Access to discounted retail vouchers and gym memberships
What would you be responsible for in this role?
* To work as part of the Customer Relations Team in order to provide a dynamic, sensitive, fair and proactive complaints service.
* To handle a portfolio of complaints from receipt through to conclusion ensuring that they are handled in accordance with the Cov??a Insurance Internal Complaints Procedure (ICP) and Financial Ombudsman Service (FOS) precedents.
* To actively promote best practice and excellent customer care throughout Cov??a Insurance using various and appropriate communication methods.
* To develop and maintain effective relationships with colleagues, customers and suppliers to support the team and it's objectives as well as the growth of the business.
* Accurately record complaints on the relevant complaints database.
* Liaise with customers on a regular basis by telephone and through written communication keeping them informed of the progress of the case.
* Plan, organise and prioritise workloads to meet regulatory deadlines and internally agreed service levels.
* Capture root causes of complaints and gather customer feedback to enable insight into customer pain points to help drive improvements and reduce future complaint levels.
* Keep up to date with Legislation and process changes.
* Act as a referral support to business areas.
What would we like to see in you?
We are looking for a team player who has excellent rapport building skills and is confident dealing with customer complaints sensitively and efficiently, both on the phone and via email. You must be proactive and able to deal with periods of high pressure, to ensure you remain productive and meet strict deadlines.
Skills and capabilities
* Experience of dealing with complaints and customer feedback.
* Excellent communication skills with the ability to convey information in a professional and efficient manner.
* Strong customer focus.
* A flair for investigation and resolution of complex queries.
* Organised and able to manage and prioritise own workload.
* Ability to work under pressure and meet stringent deadlines.
* Ability to deliver a high level of accuracy and productivity.
* Excellent attention to detail.
* Knowledge of FCA/FOS
What's on offer?
* Salary up to GBP18,500 DOE with annual bonus scheme
* 36.25 working hours per week with flexitime
* 25 days annual leave + bank holidays
* 4 times salary Group Life Assurance
* 7.5% minimum employer pension contribution to maximum of 9% (employee required to contribute minimum 1.5%)
* 1 x eye care voucher per year
* 1 x flu vaccination per year
* Continued professional development through internal training
* Access to discounted retail vouchers and gym memberships