Vacancy Name German Customer Complaint and Quality Assurance Executive Location City Ringwood Main Purpose of Job Main Purpose of Role Your role will be to deliver an exceptional level of customer experience for all customers. This will be English and German customers. As the products are highly regulated, the environment we work in is highly regulated with maximum focus on TCF (Treating Customer Fairly) and FCA regulations and Maltese regulations. The Customer Complaint and Quality Assurance executive will be answering customer telephone calls, working and investigating complaint cases, delivering feedback and coaching sessions, handling Customer expressions, scoring calls, admin, complaint and claim cases. The role is permanent and will have training and 8 x weeks of Gradbay reviews with the support Manager. Skills Requirements • Ability to quickly establish rapport with customer/prospect through the use of approachability, empathy, addressing the customer by name & intelligent questioning • Ability to assimilate, relay & provide information whilst paying close attention to detail • Ability to respond to customer queries and complaints via email or letter in both English and German. • Ability to remain positive, courteous & professional at all times • Focus on customer to deliver the FCA guidelines and fundamentals of the call SIIL require. At all points making sure the customer is treated fairly. • Ability to communicate and empathise and a real willingness to help. • The ability to stay focused and controlled, ensuring all core elements are addressed methodically. • You will be expected to complete additional duties when required. • To support the team to ensure that all monitoring assessments are completed per Consultant in line with Consultant capability and risk, Supervision levels and client targets. • To help ensure that Consultants achieve their QA score. • To support the team and Support Manager to achieve the complaint targets and SLAs • To help ensure that "failed" calls are kept to an absolute minimum and Consultants failing are managed effectively to improve. • To score the calls and admin, complaint and claim cases as close to real time as is possible. • To help the Support Manager with consultant Personal Development plans as required. • To be clear about what 'great' sounds, looks and feels like! • To score all calls and admin consistently and impartially so that any calibration exercises either internally or externally deliver similar results. • To meet all productivity targets set • To be available for offsite meetings if needed, this may require flexibility in normal working hours. • To demonstrate a willingness to learn and have fun at work! • Fluent in English • Fluent in German • Persuasive, resilient, enthusiastic personality • Confident, mature in outlook • Previous customer service experience in the SIIL Campaign • Rapport building skills • Empathy building skills • Focused on quality • Complaint handling experience • QA scoring experience • Claims scoring experience • Team player What are we looking to achieve? • Ensure we are delivering an exceptional level of customer service. • All targets are met every month. • Great customer feedback and customer survey scores. • Quality score of 95% or above every month. This list is not intended to be exhaustive, and other duties may be required from time to time as deemed reasonable by the business. Who are Konecta? We are an international company that provides customer experience services worldwide. With more than 200 sites in 24 countries on three continents and around 130,000 people speaking more than 30 languages, we adapt to each country, culture, and time zone. We connect with you, wherever you are, thanks to our multicultural and multilingual team. Website: https://www.konecta-group.com/who-we-are Who are Stonebridge International Insurance Limited (SIIL)? Stonebridge International Insurance Limited (SIIL) is a financial services company, specialising in Accident Insurance Plans across Germany, Italy, France, Spain and the United Kingdom. It is part of the Embignell group. Website: https://www.stonebridge-insurance.com/en/home/ Stonebridge International Insurance Limited is authorised and regulated by the Financial Conduct Authority, firm reference number 203188. Also registered as a data controller with the Information Commissioner's Office, number Z529126X. Who are UIB Cell (UIB)? Advent Insurance PCC Ltd - UIB Cell (UIB Cell) was established in 2016 and is regulated by the Malta Financial Services Authority. It is a financial services company, specialising in Accident Insurance Plans across Germany, Italy, France and Spain It is part of the Embignell group. https://adventuibcell.com/ Advent Insurance PCC Ltd - UIB Cell. Advent Insurance PCC Ltd - UIB Cell is authorised under the Insurance Business Act 1998 to carry on general insurance business and is regulated by the Malta Financial Services Authority. Registered office: The Landmark, Level 1, Suite 2, Triq L-Iljun, Qormi, Malta, QRM3800. Registered in Malta No. C52394 Why work for us? • Konecta has a fun and sociable team environment working culture • 50% discount with More bus for monthly and quarterly tickets (Easy connections in and around Bournemouth and Salisbury to Ringwood.) • Pension Scheme with Standard Life • Eye test vouchers and discounts • Discounted corporate gym membership with Anytime Fitness (24 hour gym with over 5000 sites globally) • Involvement with local charities and fundraising days • Campaign specific benefits including discounts, incentives and prizes • Recommend a friend scheme paid reward of £500 • Apprenticeship qualifications • Recognition and Voucher rewards • Free car parking • Weekly dress down day • Cycle to work scheme • Tech scheme Position in Organisation The Customer Complaint and Quality Assurance executive will report into the Support Manager and will have various support from colleagues which will always be on hand. Operational Days and Hours With given notice, Konecta reserves the right to change your working hours. Please note that whilst you will be supporting the contract, whose opening hours are 8.00am - 5.00pm Monday to Friday, your Konecta contracted hours will be 8.00am - 10.00pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business. You will also be required to attend mandatory training and mandatory event sessions the campaign holds and come into the office when required or requested. Systems & Training The training period for the Quality Assurance part of the role is about 4 x weeks. During this time you will be trained on how to score calls and admin cases, how to use the systems, the products we deal with and also scoring claim cases. You will also learn day to day QA tasks which need to be done. You will also need to pass the required accreditations. The training period for the claim complaint part is about 4 x weeks. During this time you will be trained on the claim complaint process, how to work and investigate a claim complaint case, the FCA and Maltese regulator and the service levels and targets we need to achieve. You will also need to pass the required Claim Handling Accreditation. There will be on-going training throughout your employment as and when required for both the Complaint part and Quality Assurance part. Opportunity for Growth The Customer Complaint and Quality Assurance Executive will be welcomed into the team where they will work along side established, skilled consultants to help 'raise the bar' in terms of customer experience. Across the campaign the team will have SMART objectives. These will be communicated by the manager (on behalf of the client). Growth and development are encouraged and supported and over time The Customer Complaint and Quality Assurance Executive will have the opportunity to progress their role and take on additional duties/tasks. Key Responsibilities Salary GBP 0.0 Package Notes IIP Accredited Employer BUPA Life Insurance Scheme Suggestion Box Monthly Winner Paid Reward Cycle To Work Scheme Childcare Vouchers Home Computing Scheme Dentist scheme Eye test vouchers Excellent onsite training and induction Staff room with complementary refreshments Corporate discounts, including hairdressing, gym membership, restaurants and bars Monthly dress down days Involvement with local charities and fundraising days/events 20 days holiday per annum plus an additional day per year of service up 5 days Bank holidays entitlement DBF Academy career progression structure Recently renovated premises Specific benefits on campaigns you work on including discounts, incentives and prizes. Recommend a friend scheme paid reward Apprenticeship positions available NVQ qualifications Limited free car parking. Applications Close Date