We are looking for a Customer Relations Specialist to provide outstanding support to our clients, manage inquiries, and resolve complaints.
What can we offer you?
* Private Counselling with a weekly confidential helpline available
* Simplyhealth private healthcare plan
* £150 Wellbeing Allowance per year
* Working elsewhere policy (4 weeks per year)
* Buy and sell annual leave scheme (up to 3 days per year)
What will you be doing as a Customer Relations Specialist?
* Handle inquiries, resolve issues and ensure that every customer has a positive experience with our company.
* Effectively resolve complaints and escalations ensuring full investigation and resolution within SLAs agreed.
* Collate documents and submissions for the Property Ombudsman, Head of Compliance, and Accounts when necessary.
* Respond to enquiries received via webforms, online chat, telephone calls, or emails.
* Acknowledge and investigate client feedback via social media, review sites, and direct channels.
* Provide feedback to colleagues or Line Managers as required, including trend analysis.
* Assist with customer service projects, ad-hoc requests, and activities as and when required.
* Ensure reports and files are updated, providing vital management information, and informing change.
What are we looking for?
* Previous experience in complaints handling and resolution is essential.
* Excellent written and verbal communication skills, with the ability to handle challenging conversations.
* Strong investigative and problem‑solving skills with a customer‑first approach.
* Ability to manage complex or sensitive cases through to fair resolution.
* Experience working collaboratively with teams such as Compliance, Legal, and Accounts.
* Skilled at recognising trends in feedback and suggesting process improvements.
* Resilient, adaptable, and able to thrive in a fast‑paced environment.
We encourage people of all backgrounds, identities, and abilities to apply. We are committed to creating an accessible and inclusive experience for all candidates.
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