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Customer Relations Specialist

Customer Relations Specialist

Key Responsibilities:

 

  • To be responsible for the investigation and resolution of customer complaints, by taking full ownership of customer issues from start to finish which requires resilience and focus to drive resolution.
  • To negotiate/escalate unresolved issues and complaints with the relevant areas of the business to ensure resolution for the customer within regulated timescales.
  • Proactively review, record and respond to customer concerns received, by telephone, email or letter.
  • Diary manage and prioritise all outstanding customer service issues and escalate any delays preventing closure of complaints to your line manager, ensuring all required information including any preparation work has been undertaken.
  • To comply with FCA guidelines and handle both Level 1 and Level 2 complaints and follow the escalation process when necessary, as set out in the Complaints Manual.
  • Respond effectively and efficiently to all telephone enquiries from internal and external customers.
  • Perform monthly investigation and analysis of customer feedback to identify and report specific trends through comparison of positive and negative feedback and assist with the reporting of data.
  • Complete route cause analysis on a monthly and YTD basis to identify the key areas that are causing ‘Justified’ Complaints, providing suggestions and solutions on how these areas can be addressed and improved.
  • Provide support, guidance and advice to individual franchisees identified from monthly data analysis as having high or ongoing justified complaints.  Escalate to your line manager where improvements are not demonstrated and where training needs are identified.
  • Liaise with the Rainbow network and third party Insurers to ensure all relevant customer information is obtained, investigated and processed efficiently to assist with effective complaint resolutions.
  • To provide regular feedback to assist with the improvement of complaint recognition and handling across the business.
  • Proactively and effectively manage own workload, with minimal guidance from the Line Manager.
  • Liaise with all stakeholders involved in the complaints process which includes the Franchisees, Liability Insurers and clients.
  • Provide monthly MI reports on all complaints handled as per MI Template and complete action logs for each justified complaint.
  • To undertake any other ad hoc duties as required.

 

It is expected that the successful candidate will have experience/skills in in the following areas

 

Experience

  • Requires a minimum of 2 years’ experience in customer service
  • Insurance experience and knowledge essential
  • Disaster Restoration knowledge desirable

 

Skills

  • Excellent communication and customer service skills
  • Experience of interfacing at all levels
  • Strong negotiation skills – to gain a successful outcome when dealing with other areas of the business and with customers themselves
  • Ability to influence and hold a position in a debate
  • Confidence to maintain good relations with stakeholders
  • PC literate – understanding of how to use technology as a tool
  • Strong problem solving skills – including taking ownership and accountability
  • Effective and efficient management of workload
  • Ability to be flexible and adaptable to changing demands

 

If you wish to apply for above position please inform your line manager before doing so. For further details please contact Liz Hamon – [email protected]

 

Published: 06 Jul 2022
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