Overview
The Customer Relations Consultants provide an excellent claims service through the resolution of any reportable complaints, including those addressed to the Chief Executive, Lloyds the FOS or any other relevant regulatory body. To negotiate the settlement of claims in an efficient, fair and economical manner in accordance with the policy wordings. Effecting a speedy recovery of the underwriters outlay.
They also advise complaint handlers in the operational areas on handling strategies, regulations and requirements. Dealing with referrals through effective coaching, development and feedback.
You will be:
1. Actively handling complaints in an effective manner within timescales in accordance with the complaint handling procedures
2. Checking all new complaints on a daily basis, ensuring these are distributed to the team and that they are handled within company policy to achieve validation, investigation and negotiation in accordance with level of expertise/authority and responsibility of staff
3. Supporting and ensuring compliance with Lloyds and FCA regulations
4. Promoting a culture of communication and staff involvement.
5. Investigating the underlying cause of complaints and trends, making recommendations for improvements to systems and/or training requirements.
We would like to hear from you if you:
6. Are aware of and act upon all Compliance matters, eg Disability Discrimination, Data Protection, Proceeds of Crime, Risk etc
7. Ensure that TCF is a part of the organisations culture and behaviours and consistently works to promote this.
8. Represent the correct values and culture of the group.
9. Support Health and Safety through highlighting issues.
10. Engage in own self development.
11. Provide relevant MI to managers at all levels and present findings where appropriate.
What you'll get in return
12. Training and Support
13. Flexible employee benefits including a range of discounts from retailers
14. Bonus opportunities
15. Annual salary review
16. Opportunities to progress your career with ERS
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