Senior Customer Relations Handler
Everpool Recruitment Limited
Location
Newcastle under Lyme, Staffordshire | United Kingdom
Job description
Senior Customer Relations Handler
(9 month FTC)
£22,000 - £24,000 (depending on experience)
Hybrid (Newcastle under Lyme – 2 days in office, 3 days from home)
Monday – Friday 37.5 hours
We are actively seeking a Senior Customer Relations Handler to join the Customer Services team where you will be regarded as an escalation point for the business and clients, as such you will be required to take ownership and/or provide guidance on complex complaint cases. You will take responsibility for complaints investigation, and complaints resolution and will be considered a role model in offering quality customer service.
What will you be doing?
- To provide guidance or take ownership of complaints where there is a potential financial and/or reputational risk to the company
- To provide guidance or take ownership of claims/complaints where special circumstances and/or vulnerable customers are identified
- To be regarded as a Complaints Escalation point to the business and to be a liaison with colleagues, clients, suppliers, customers with regards to escalated complaints.
- Is able to complete a file review/timeline to identify any possible service failures and consider redress, where appropriate
- Is able to carry out an investigation of all relevant points and information pertaining to customer’s complaints to seek an appropriate resolution
- Is able to identify the ‘true’ cause of a complaint through root cause analysis (RCA)
- When required, share your feedback to the business on your findings and provide suggestions on improving Customer Service
- Can take a holistic and impartial approach, whilst being methodical in thought process, to ensure a fair outcome to all parties.
What are they looking for?
- Previous Customer Service experience is essential
- Experience within a claims management or complaint handling position.
- Previous experience within the Insurance industry is desirable
- Competent in using Microsoft Office
Benefits
28 days holiday
Birthday off work
Charity Days Off
Healthcare
Can purchase extra holidays
Cycle to work scheme
Paid lunch once a week when in the office
Team nights out
Annual Staff awards
Interested?
Call Laura on 07747 446152 or email
[email protected] for more information
Job tags
Salary
£22k - £24k per annum
