We are actively seeking a Senior Customer Relations Handler to join our Customer Services team where you will be regarded as an escalation point for the business and our 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 resolution and will be considered a role model in offering quality customer service.
Where: Hybrid with our Newcastle-under-Lyme office, ST, with a minimum of 3 days per week from the office.
Salary: Starting from £23,809.50pa
When: Monday – Friday, 37.5 hours per week, 7.5 hours per day with a 1-hour lunch break.
What you will be doing:
1. To provide guidance or take ownership of complaints where there is a potential financial and/or reputational risk to CCG.
2. To provide guidance or take ownership of claims/complaints where special circumstances and/or vulnerable customers are identified.
3. To be regarded as a Complaints Escalation point to the business and to be a liaison with colleagues, clients, suppliers, and customers regarding escalated complaints.
4. Is able to complete a file review/timeline to identify any possible service failures and consider redress, where appropriate.
5. Is able to carry out an investigation of all relevant points and information pertaining to customer complaints to seek an appropriate resolution.
6. Is able to identify the ‘true’ cause of a complaint through root cause analysis (RCA).
7. When required, share your feedback with the business on your findings and provide suggestions on improving Customer Service.
8. Can take a holistic and impartial approach, whilst being methodical in thought process, to ensure a fair outcome to all parties.
What we need from you:
1. Ideally, you will have some experience in handling claims.
2. Previous Customer Service experience is essential.
3. Experience within a complaint handling position.
4. Previous experience within the Insurance industry is desirable.
Don’t think you meet all the skills and qualifications listed? Studies have shown individuals with protected characteristics, such as women, people of colour, or those in Neurodiverse groups (and many more) are less likely to apply for a role if they don’t meet all the requirements on a job advert. Claims Consortium Group strives to lead the way in creating a culture that promotes not only an equal but more importantly, an inclusive workforce that allows all our employees to be their authentic selves. If this role is something you’re excited about, but your experience doesn’t align with every qualification outlined, don’t stress it; we would encourage you to still apply as you may be just the candidate we are looking for, for this position or another role.
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