Job Description
CUSTOMER RELATIONS CONSULTANT / COMPLAINTS CONSULTANT
Monday-Friday; 37.5 hours per week
The Davies Group are currently seeking a customer-focused and organised individual to join the Stoke team on a full-time permanent basis! You will act as the central point of contact for internal and external customers in the resolution of reportable complaints and attempt to resolve any expressions of dissatisfaction using the appropriate solutions.
Duties and Responsibilities
· Handle allocated Reportable Complaints for all divisions within the Davies Group, in line with client and company requirements and service standards
· Investigate the circumstances of a complaint with all business units considering compensation that may be payable to the insured, where necessary
· Draw conclusion and deliver this to the Customer, Client, Heads of Business within the Group and/or our CEO in the event of an escalated complaint
· Present information to the insured clearly, effectively and fairly adhering at all times to the client’s contractual requirements
· Actively adhere to and promote the principles of Fair Treatment of Customers and operate within Financial Conduct Authority (FCA) guidelines
· Provide support and guidance to the rest of the Group, to correctly acknowledge all Reportable Complaints
· Take ownership of key clients when required ensuring processes are followed and deadlines are strictly adhered to
· Ensure Key Performance Indicator targets are reached and maintained
Adhere to Company systems and procedures
· Monitor and track root cause analysis and highlight trends and areas of improvement
· Handle sensitive information in a confidential manner
The above is not an exhaustive list and may change with the overall business objectives of the Company. All employees are expected to carry out any reasonable instruction given by their senior manager, in line with business requirements.
Key Skills Required
· 5 GCSE’s grade A-C including Math’s & English
· Proven experience within a Customer Relations environment
· Knowledge of in-house systems with good Microsoft Office skills
· Excellent verbal and written communication skills, with a first-rate telephone manner
· Ability to multi-task and prioritise a busy workload
· Excellent time management and organisational skills
· Strong attention to detail with good listening skills
Benefits
- Full training and support provided
- Free employee treats in our break-out rooms including fresh fruit, breakfast cereals, tea and coffee, sweets, breakfast bars and canned drinks!
- Support with professional qualifications
- Yearly bus pass loan (deducted monthly out of your salary to give you a cheaper bus pass)
- Close to local amenities
- Free parking
- Free eyecare vouchers
- 33 days holiday entitlement (this includes bank holidays which are non-working days)
- Employee refer a friend scheme (If someone you recommend passes their probation, you can be awarded over £500 per person!)
- Involvement with corporate social responsibility and Davies Foundation charity events
- Matched pension contribution
· NEW discount platform offering cashback and discounts to thousands of retailers
· Kudos points (with 1st, 2nd& 3rd prizes up for grabs each month – including £100 gift voucher of your choice)
· Casual dress – “dress for your day”
· Wellbeing centre - Legal, financial and health advice
Job Type: Full-time
Salary: £19,000.00-£20,000.00 per year
Benefits:
- Employee discount
- Referral programme
Schedule:
Work Location: Hybrid remote in Stoke-on-Trent
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