This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

This role involves managing and responding to complaints from claimants and third parties.

• Act as the single point of contact for claimants and other third parties providing feedback or complaints about the service
• Case manage allocated claimant complaints/feedback and ensure responses are in line with business processes and specified timescales
• Liaise with relevant teams/colleagues for input into investigations and responses
• Prevent complaints through early intervention and resolution where appropriate
• Log complaints in the Complaints Management System and record actions taken and updates
• Provide feedback and insight on trends identified through work
• Provide coordination and administration support for serious complaints
• Deliver high-level customer service, ensuring all calls and enquiries are handled professionally and courteously
• Provide advice and guidance to claimants or direct them to relevant resources
• Escalate unresolved enquiries or issues and ensure follow-up to resolution
• Support the Customer Relations Team and other functions with associated administration tasks
• Commit to personal and professional development, ensuring all necessary learning is completed

Qualifications

• 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

Requirements

• Previous experience of using contact centre technologies
• Customer Service Qualification