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Customer Relations Consultants
Provide an excellent claims service through the resolution of reportable complaints, including those addressed to the Chief Executive, Lloyds, the FOS, or any other relevant regulatory body. Negotiate the settlement of claims efficiently, fairly, and economically in accordance with policy wordings, ensuring a speedy recovery of the underwriters' outlay.
Advise complaint handlers in operational areas on handling strategies, regulations, and requirements. Deal with referrals through effective coaching, development, and feedback.
You will be:
1. Actively handle complaints effectively within timescales according to complaint handling procedures.
2. Check all new complaints daily, distribute them to the team, and ensure they are handled within company policy to achieve validation, investigation, and negotiation according to staff expertise and authority.
3. Support and ensure compliance with Lloyds and FCA regulations.
4. Promote a culture of communication and staff involvement.
5. Investigate the underlying causes of complaints and trends, making recommendations for system or training improvements.
We would like to hear from you if you:
1. Are aware of and act upon all compliance matters, e.g., Disability Discrimination, Data Protection, Proceeds of Crime, Risk, etc.
2. Ensure that TCF is part of the organization's culture and behaviors, working to promote this.
3. Represent the correct values and culture of the group.
4. Support Health and Safety by highlighting issues.
5. Engage in self-development.
6. Provide relevant MI to managers at all levels and present findings where appropriate.
What you'll get in return
1. Training and support
2. Flexible employee benefits, including discounts from retailers
3. Bonus opportunities
4. Annual salary review
5. Opportunities to progress your career with ERS
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