Admin and Complaint Executive
Sovereign Automotive Epsom Permanent May 9, 2025
Join Our Team as an Admin & Complaints Handler!
Location: Epsom (Office-Based)
Reports to: Administration Team Leader
Are you a detail-oriented individual with a passion for providing excellent customer service? Do you thrive in a dynamic and fast-paced environment? If so, we want you to join our team at Sovereign Automotive as an Admin & Complaints Handler!
What We Offer
* Competitive Salary: £25,800.00 per annum.
* Annual Leave: 22 days + bank holidays, increasing with service.
* Additional Benefits: Discounts on dining out, entertainment, memberships, and more.
Role Purpose
As an Admin & Complaints Handler, you will play a crucial role in supporting our Claims Team.
Your responsibilities will include setting up new claims, saving documents, taking First Notification of Loss (FNOL) reports, and ensuring that our service level agreements (SLAs) and key performance indicators (KPIs) are consistently met. You will also be responsible for acknowledging, investigating, monitoring, and resolving customer complaints in line with FCA guidelines.
Main Responsibilities
* Complaint Management: Efficiently handle and resolve customer complaints, ensuring full FCA compliance.
* Claims Processing: Enter claims into our CRM system and other systems used by our Work Providers within 48 hours.
* Administrative Support: Perform general administrative tasks, including managing emails, processing incoming and outgoing post, and taking telephone calls.
* Customer Interaction: Call clients to take FNOL reports and offer our services where applicable.
* Prioritisation: Continuously prioritise tasks to ensure the most important claims are addressed first.
* Performance Targets: Meet performance-related targets and complete mandatory training.
Knowledge & Experience:
* Experience dealing with the general public.
* Proficiency in Microsoft Office (Outlook, Word, Excel).
Skills & Abilities:
* Excellent written and verbal communication skills.
* Strong problem-solving abilities.
* Ability to multitask and reprioritise throughout the day.
* Comfortable working towards targets.
* Good organisational skills.
Personal Qualities:
* Confident and personable.
* Energetic with a positive outlook.
* A team player with a genuine interest in building lasting relationships.
Why Join Us?
At Sovereign Automotive, we value our employees and are committed to their continuous personal development.
We offer a supportive work environment where you can thrive and grow. Our values of Focus, Innovation, Respect, Standards, and Team are at the core of everything we do.
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