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About The Position
Act as the single point of contact for claimants and other third parties providing feedback on or making a complaint about the service Case manage allocated claimant complaints / feedback and ensure that they are responded to in line with the business process and within the specified timescales Liaise with the relevant team / colleague to ensure their input into any investigation / fact finding and subsequent response Where appropriate , act to prevent a complaint through early intervention and resolution E nsure that the relevant activities are undertaken within the Complaints Management System to log any complaint received and to record action taken and updates Provide f eedback and insight on any trends identified through your work Provide coordination and administration support for serious complaints Provide a high level of customer service, ensuring that all calls and enquiries are dealt with in a professional, polite and caring manner, and demonstrating customer service excellence at all times Provide advice and guidance to claimants where appropriate and / or directing them to relevant advice and guidance Escalate any enquiry or issue that you cannot resolve directly and ensuring full follow up to resolution Support the Customer Relations Team and other support functions with any associated administration tasks as required Commitment to personal and professional development, ensuring all necessary learning is completed
Requirements
- Previous experience in a customer service role
- Previous experience of processing complaints
- Strong customer service skills
- Excellent written and verbal communication skills
- Good interpersonal skills
- Analytical and problem-solving skills
- IT literacy including the ability to type/ data input accurately, and at speed
- Previous experience using CRM databases
- Organised and able to manage time productively
- Flexible and able to adapt and respond well to change
Nice To Haves
- Previous experience of using contact centre technologies
- Customer Service Qualification
Responsibilities
- Act as the single point of contact for claimants and other third parties providing feedback on or making a complaint about the service
- Case manage allocated claimant complaints / feedback and ensure that they are responded to in line with the business process and within the specified timescales
- Liaise with the relevant team / colleague to ensure their input into any investigation / fact finding and subsequent response
- Where appropriate , act to prevent a complaint through early intervention and resolution
- Ensure that the relevant activities are undertaken within the Complaints Management System to log any complaint received and to record action taken and updates
- Provide feedback and insight on any trends identified through your work
- Provide coordination and administration support for serious complaints
- Provide a high level of customer service, ensuring that all calls and enquiries are dealt with in a professional, polite and caring manner, and demonstrating customer service excellence at all times
- Provide advice and guidance to claimants where appropriate and / or directing them to relevant advice and guidance
- Escalate any enquiry or issue that you cannot resolve directly and ensuring full follow up to resolution
- Support the Customer Relations Team and other support functions with any associated administration tasks as required
- Commitment to personal and professional development, ensuring all necessary learning is completed
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
