Customer Complaints Advisor
Warwick
Permanent Position
Hybrid - Monday's and Thursdays WFH
We are seeking a highly motivated and experienced Customer Care Agent to join our Customer Outcome Team. This role is pivotal in ensuring regulatory compliance and delivering fair customer outcomes. You will manage complaints, support customer service operations, and contribute to training and development initiatives.
Complaints & Customer Outcome Management
Investigate and resolve customer complaints within departmental KPIs.
Conduct root cause analysis of complaints, including feedback from Trustpilot and social media.
Manage complaint-related costs and maintain a root-cause analysis register.
Monitor customer interactions
Support internal departments with updates on team activity and client developments.
Liaise with insurers as needed to resolve issues and improve service delivery.
Submit and review KPI reports to inform continuous improvement. Essential Experience & Skills
Proven experience in customer service operations.
Knowledge of general insurance and working within a compliance framework.
Experience in training, coaching, and performance observation.
Strong analytical skills and attention to detail.
Ability to build rapport with customers, colleagues, and senior stakeholders.
Working Hours & Location:
Office-based: Tuesday, Wednesday, and Friday
Hybrid Work from home - Mondays and Thursdays
Working hours: 08:30 AM - 5:00 PM
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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