Customer Complaints Associate: (Company Name - Subscribers only)

Company Overview

(Company Name - Subscribers only) Group is a specialist in electrical and furniture warranties, claims handling, insurance validation, inspection services, and customer care. With over 1,500,000 UK households benefiting from (Company Name - Subscribers only) Group’s services, we provide value to retail and insurance businesses and peace of mind to customers and policyholders. (Company Name - Subscribers only) also provides high quality furniture care services to many of our retail clients.

Role Overview

Reporting into the Customer Care Manager, your role is to ensure that customers, colleagues and clients receive a professional, courteous and Financial Conduct Authority (FCA) compliant response to their complaints in accordance with (Company Name - Subscribers only) and insurer requirements. Working closely with all departments you’ll respond to customer complaints, client enquiries about complaints, contacts from insurers and the Financial Ombudsman Service. You’ll also provide feedback to colleagues on back of complaint reviews and will assist the ACIT team with training and developing claim philosophies. You’ll use hourly reports to ensure that complaints are dealt with in the regulatory timescales and provide advice to colleagues about complaints.

Key Duties

• To have a comprehensive knowledge of retail and insurance customer service.
• To respond to first year and warranty customer complaints in accordance with (Company Name - Subscribers only) Complaint Procedures and any regulatory requirements.
• To have a comprehensive knowledge of the Financial Conduct Authority (FCA) requirements relating to complaints handling and to confidently act as a reference point for colleagues
• To act as a direct office-based contact for specific clients to resolve disputes and answer technical queries.
• To communicate with customers – letter, telephone, email and fax.
• To respond to customer complaints, by use of letter and telephone, and to develop new letter templates on a continuous improvement basis.
• To collate management information relating to complaints received and resolved.
• To fully understand the terms, conditions and exceptions of each type of warranty/service provided by the Company and to confidently impart this to customers and colleagues.
• To lead project work to help develop and shape the general business.
• To undertake any other tasks as reasonably requested by the management team.
• To sort post and identify complaints, to log and acknowledge complaints.
• To maintain underwriter procedure in relation to specific complaints.
• To assist the ACIT team with training and new processes.

Experience and Technical Skills

• An excellent working knowledge of Microsoft software applications (Word, Excel) and Company databases.
• The ability to communicate clearly and accurately whether in written or verbal form.
• Ability to empathise with customers.
• Willingness to learn to negotiate outcomes with insurers, Financial Ombudsman Service and customers which are beneficial to all and embrace all elements of Consumer Duty.
• Proven record of problem solving and bringing about resolutions or improvements to either our customers or the Company

Core Competencies

A standard of behavioural and technical competencies required of all job roles to help the organisation to achieve a level of excellence.

Behavioural

• Takes Initiative.
• Leads by Example.
• Seeks to Add Greater Value.
• Takes Personal Responsibility.
• Strengthens Relationships Internally and Externally.
• Generates Enthusiasm and Energy.
• Consumer Duty

Technical

• Client Management.
• Resource Management.
• Task Management.
• Attention to Detail.
• Systematic Thinking.
• Knowledge of Systems & Procedures & (Company Name - Subscribers only) Products

Staff Benefits

• Competitive salary
• 23 days holiday per year + bank holidays annual leave entitlement
• Access to the (Company Name - Subscribers only) Staff Social Activity Group
• Pension scheme (if over 22 years old – via auto-enrolment)
• Dress down Fridays
• Charity fundraising activities
• Access to Employee Assistance Programme with staff discounts, wellbeing, counselling, and advice resources
• Gain hands on experience in a dynamic customer service environment

If you are enthusiastic about delivering top-notch customer care and thrive in a dynamic environment, we encourage you to apply for this exciting opportunity with (Company Name - Subscribers only). Join our team and help us keep our customers at the forefront of everything we do.

How to apply

To apply for this role, please submit your CV and a cover letter outlining your relevant experience and qualifications through the platform.

You can apply through our Careers page Applications via Indeed will not be monitored.

(Company Name - Subscribers only) is an equal opportunity employer, and we welcome applications from individuals of all backgrounds and experiences.

Due to the location of the role, you must be able to travel to and from our head office based in Weston-super-Mare. Unfortunately, we cannot accommodate sponsorship for Visa’s at this time.