Customer Relations Executive
Location
Tonbridge, Kent | United Kingdom
Job description
This is a full-time role for a Customer Relations Executive. The Customer Relations Executive will be responsible for addressing client concerns, managing customer satisfaction, and ensuring high-quality customer service. To assist the Customer Relations Manager with managing complaints and Financial Ombudsman Service case file submissions and queries.
- Review escalated complaints, complete own investigations prior to issuing Policyholder with Final Response Letter.
- Prepare FOS case file submissions and manage any subsequent query from the FOS.
- Maintain a high FOS win rate and query any changes of stance made by FOS with the Customer Relations Manager or Customer Relations Technical Manager.
- Mentor & develop team members to enhance their skills and capabilities.
- Provide technical and job related support to team members ensuring company standards, procedures and compliance are maintained
- To undertake any individual or team task or activity reasonably requested and in line with the company values.
Qualifications/ experience required
- Secondary education with qualifications in Maths and English, or demonstrable ability in numeracy skills & written English.
- Experience of working in a customer relations/complaints handling role within the insurance industry
- Tact and assertiveness when dealing with customers who may be stressed or angry
- Excellent verbal and written communication skills
- Accuracy and attention to detail
- PC literate with good administrative skills
#J-18808-Ljbffr
Job tags
Salary
