Customer Relations Consultant
Department: Claims Management
Employment Type: Permanent - Full Time
Location: Preston
Description
Davies are currently recruiting people who are passionate about excellent customer service and helping people in their time of need. We are looking for a Customer Relations Consultant to join our team in Preston who will act as a central point of contact for internal and external customers in the resolution of complaints. We’re looking for confident people who remain calm under pressure and have experience of dealing with difficult conversations. Being able to resolve an issue for a customer from start to end is a rewarding feeling, so we would like to hear from anyone with transferable skills who has experience with customer-facing roles and telephone/written communication.
What will your day look like:
* Acknowledging and investigating new complaints (Tier 1); introducing yourself to the customer/policyholder, and letting them know you are now personally managing the situation for them by telephone.
* You then have the autonomy and responsibility to coordinate with all areas of the business to resolve the situation for the customer, so you’ll be a proactive person eager to get involved with other teams to make things happen and take action.
* Resolving complaints and issuing FRL (Final Response Letters), post calling the customer/policyholder with the resolution of their complaint.
* Responding to queries from the operational team.
* Any other reasonable duties assigned by one of our Team Managers or Operations Manager.
Knowledge and Abilities:
* Although we prefer those with a good level of previous industry experience, it’s not essential as we offer full support and training.
* You do need to have a high level of written communication, as high-volume creation of accurate emails and letter writing is part of this role.
* We value transferable skills and qualities and focus on what you can bring to the role.
* Understand the value of delivering great customer service.
* Ability to deal with challenging conversations confidently and calmly.
* Delivering outcomes including adapting a sensitive approach where required.
Benefits
Career & Purpose
* Davies Innovation Lab
* Leadership training programme
* Funding for professional qualifications
* Thrive at Davies; learning opportunities
Environmental & Social
* The Davies Foundation
* Local charity funding
* Pennies To Heaven
* Employee Resource Groups
* Employee volunteering programme
Financial Health
* Pension, 5% employee and 5% employer contribution
* My Choices at Davies provides; High Street discounts and Financial wellbeing hub
* Life assurance: x4
* Refer a Friend
* Cycle to Work Scheme
* Lease car salary sacrifice
* Davies Incentive Plan
* Enhanced maternity, paternity and adoption pay
Mental, Physical & Emotional Wellbeing
* Wellbeing centre; move, munch, money & mind focus
* Discounts with 100's of UK retailers
* EAP; 24/7 confidential helpline
* 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
* Flexible working; hybrid, work from home or join a collaborative office space
* Dress for your day
* Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
* Flexible benefits include; holiday purchase plan and a opportunity to purchase health cash plan and BUPA dental plan.
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