Customer Relations Executive

About us

Policy Expert Claims delivers a dedicated, end-to-end claims management service. Combining cutting-edge proprietary technology with the highest standards of customer care, we provide seamless support from the very first point of contact through to final resolution, ensuring customers feel supported every step of the way.

Our team of experts have earned the trust and confidence of thousands of customers by consistently delivering results. With a 4.5-star Trustpilot rating, we're proud to be recognised for our commitment, expertise, and determination to go above and beyond when it matters most.

Useful links:

Trustpilot ¦ Glassdoor

About the role

To assist Customer Relations Manager with managing complaints to a high standard and ensure good outcomes at the Financial Ombudsman Service.

Key Responsibilities

• Review escalated complaints, complete own investigations prior to issuing Policyholder with Final Response Letter.
• Maintain a high FOS win rate
• Mentor & develop team members to enhance their skills and capabilities.
• Provide technical and job related support to team members ensuring company standards, procedures and compliance are maintained
• To undertake any individual or team task or activity reasonably requested and in line with the company values

Key Requirements

Skills/Attributes required

• Time management and organisation skills
• Tact and assertiveness when dealing with customers who may be stressed or angry
• Excellent verbal; and written communication skills
• Accuracy and attention to detail
• PC literate with good administrative skills.
• Detail orientated with the ability to identify salient points from claims files.

Drive/motivation

• Helpfulness and a passion for customer service
• High energy levels
• Positive approach
• Team player
• Drive and enthusiasm for meeting targets
• Empathy and understanding
• Confidence & a professional attitude

Experience/knowledge

• Experience of working in a customer relations/complaints handling role within the insurance industry.

In return, we can offer you

Basic Salary £28-30,000 (DOE) as well as market leading benefits.

25 days Annual leave plus statutory holidays.

Just some of the great benefits we offer

• On-site gym
• Free on-site parking
• Free on-site breakfast bar
• Complimentary on-site snacks and soft drinks
• Discretionary performance related bonus
• An extra day's holiday for your birthday

Application deadline: this position will remain open until we have found the right person for the job.

We kindly request that no agencies contact us regarding this position. Speculative CVs will not be accepted.

Policy Expert Claims is an equal opportunities employer, and we positively encourage applications from suitably qualified and eligible candidates regardless of your gender, age, race, disability, ethnic background, religion or belief, sexual orientation, gender reassignment, marital status, or pregnancy and maternity.

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