Customer Care Agent
  Negotiable
  Royal Tunbridge Wells, Kent
  permanent,full-time

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


Customer Care Representative

Location - Tunbridge Wells

Salary - £17,500 - £19,000 depending on experience, coupled with an excellent benefits package

About Our Client

Leading Insurance Company are seeking to attract a Customer Care Representative with a strong administration and customer service background to join the team based in Tunbridge Wells.

In this role you will be working within the Customer Relations team based in Tunbridge Wells, where you will proactively manage your own caseload of less complex and supplier complaints. In this role you will take ownership of individual cases and resolve complaints in line with agreed standards and FCA regulations, whilst ensuring the customer receives a first class service at all times.



Responsibilities:

* Proactively manage own caseload, ensuring all complaints are handled within required deadlines and FCA requirements, from receipt to conclusion. Ensure a fair and clear outcome is reached in accordance with TCF principles.
* For each complaint, establish telephone contact with customers to gain a full understanding of their concerns in order to progress to a fair outcome as quickly as possible. Make follow up contact to discuss the outcome reached.
* Liaise with other business areas to find quick solutions to the complaint. Contact internal and external parties for relevant information required to investigate and close the complaint.
* Escalate complaints where necessary to the wider complaints handling team for resolution.
* Know, understand and apply the FCA complaints handling rules and report any potential areas of risk to your line manager.
* Maintain accurate complaints records. Ensure the complaints database is updated and that information held is accurate. Report on trends, particularly those relating to supplier actions, in order to improve the customer journey.
* Deliver against agreed objectives, KPI's and SLA's in order to meet agreed service and performance targets. Maintain team KPI's and SLA's for productivity and quality.



Qualifications:

* 2 year's customer service experience is required, supported by knowledge of FCA and FOS regulatory guidelines.
* First class customer service skills and a positive approach is essential.
* High standard of written and telephone communication skills, ability to communicate effectively at all levels.
* Motor insurance and complaint handling background is desirable.
* Demonstrates good organisation and time management skills.
* Confident in decision making and excellent attention to detail.


Advertiser: Agency

Reference: AS8273

Posted on: 2019-02-15 16:28:59

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Customer Care Agent
  Negotiable
  Royal Tunbridge Wells, Kent
  permanent,full-time

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


Customer Care Representative

Location - Tunbridge Wells

Salary - £17,500 - £19,000 depending on experience, coupled with an excellent benefits package

About Our Client

Leading Insurance Company are seeking to attract a Customer Care Representative with a strong administration and customer service background to join the team based in Tunbridge Wells.

In this role you will be working within the Customer Relations team based in Tunbridge Wells, where you will proactively manage your own caseload of less complex and supplier complaints. In this role you will take ownership of individual cases and resolve complaints in line with agreed standards and FCA regulations, whilst ensuring the customer receives a first class service at all times.



Responsibilities:

* Proactively manage own caseload, ensuring all complaints are handled within required deadlines and FCA requirements, from receipt to conclusion. Ensure a fair and clear outcome is reached in accordance with TCF principles.
* For each complaint, establish telephone contact with customers to gain a full understanding of their concerns in order to progress to a fair outcome as quickly as possible. Make follow up contact to discuss the outcome reached.
* Liaise with other business areas to find quick solutions to the complaint. Contact internal and external parties for relevant information required to investigate and close the complaint.
* Escalate complaints where necessary to the wider complaints handling team for resolution.
* Know, understand and apply the FCA complaints handling rules and report any potential areas of risk to your line manager.
* Maintain accurate complaints records. Ensure the complaints database is updated and that information held is accurate. Report on trends, particularly those relating to supplier actions, in order to improve the customer journey.
* Deliver against agreed objectives, KPI's and SLA's in order to meet agreed service and performance targets. Maintain team KPI's and SLA's for productivity and quality.



Qualifications:

* 2 year's customer service experience is required, supported by knowledge of FCA and FOS regulatory guidelines.
* First class customer service skills and a positive approach is essential.
* High standard of written and telephone communication skills, ability to communicate effectively at all levels.
* Motor insurance and complaint handling background is desirable.
* Demonstrates good organisation and time management skills.
* Confident in decision making and excellent attention to detail.


Advertiser: Agency

Reference: AS8273

Posted on: 2019-02-15 16:28:59

I want to receive the latest job alerts for:

jobs in Royal Tunbridge Wells, Kent

By creating a job alert, you agree to our Terms . You can change your consent settings at any time by unsubscribing or as detailed in our terms.

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