Customer Relations Executive

SUMMARY:
Customer Relations Executive

POSITION INFO:

Purpose of the job

To handle all complaints received in accordance with regulatory guidelines, client service levels and company standards, ensuring that customers get a fair and independent review of any concerns raised. Complaints will be handled from escalations from policyholders and representatives via the complaints procedure.

Key Responsibilities

· To respond to all complaints received by our customers and representatives, meeting

our obligations as a company and our governing regulations.

· To adhere to all company protocols and procedures

· To adhere to FCA and CBI rules and Non UK regulations.

· To carryout full thorough and fair investigations of all complaints received.

· Manage own workloads in a smart and effective way.

· Highlight any customer experience or TCF issues whilst carrying out investigations with

a view to preventing future complaints.

· To keep accurate and detailed records of all complaints, following correct company procedure. · To keep up to date with all internal knowledge and processes followed within our operations teams, to ensure you are up to date with all the latest FCA regulations. · Escalate training and competency issues to the Complaints Manager and relevant Team Leaders. · To ensure that all effort is made to discuss the complaint and the subsequent outcome with the complainant. · To carry out any other ad hoc duties consistent with the position that may be required.

Knowledge, skills, and experience required

· Knowledge and understanding of travel claims/products and or assistance experience

(Essential).

· An understanding of Personal accident products and industry (Desirable).

· Knowledge and understanding of complaint handling and insurance regulation, FCA

guidelines (Essential).

· An understanding and knowledge of the FOS and FSPO (Desirable)

· Excellent verbal and written communication skills (Essential).

· Excellent customer service skills (Essential).

· Confident in dealing with deadlines and delivering to targets and objectives.

· Attention to detail with good time management.

· Computer literate.

· Adaptable to change and flexibility to deal with any tasks as required and a good team

worker.

Person Specification

· Self- motivated with the ability to work on their own initiative and to manage the

work assigned to them

· Providing excellent customer service with a passion