2 X Customer Complaints Executives

7 days ago

Birmingham, Birmingham, United Kingdom CET Careers Full time

Applications are welcomed from the UK Mainland only
Working for CET is many things - exciting, challenging, rewarding, occasionally frustrating, - but it's never dull.

You'll work with a diverse mix of people in a buzzing atmosphere and be part of a welcoming, inclusive community.

Working from home means no commuting costs

You must have at least 2 years complaint management experience in a regulatory complaints environment to be considered for this role

Location:
Home working (you will occasionally be required to travel to Head Office in Castle Donington for any ad hoc training required or team building events)

Working Hours:


40 hours per week to be worked Tuesday - Saturday with a degree of flexibility to work extra hours during peak winter months.


The Package - Annual Salary
From £23K per annum, dependant upon experience.

About us
We are not a sales focused environment we are completely focused on the customer journey. We deal with customers that are experiencing a home emergency on behalf of well-known insurers.


Working within a fast-paced environment, you will be dealing with a variety of customer complaints in a home-working environment and be responsible for the customer's end-to-end journey throughout the complaint handling process.


Essential Skills
To be a brilliant Customer Relations Executive you should be able to;

  • Evidence of working in a complaints role, managing complex complaints
  • Demonstrate investigation skills and knowledge of complaints process
  • Stakeholder management
  • Preferred experience in Home Emergency or Insurance Environment
  • Decision making and problem solving
  • Good time management skills
  • Prioritisation skills
  • Negotiation and influencing skills
  • Excellent telephone manner
  • Excellent communication skills both written and verbal
  • Able to work under pressure and to meet deadlines
  • Must be able to "hit the ground running"

Role and Responsibilities:

Day to day management of customer complaints in a Home Emergency environment.

***Main Responsibilities

  • To complete detailed investigations working with stakeholders to gather information to make decisions to resolve complaints
  • To work delegated complaints including sending regulatory letters in a timely manner
  • To work nondelegated complaints liaising with the customers, clients and network managers
  • To manage CEO, escalated and social media complaints in a timely manner through to resolution and manage stakeholders accordingly
  • Ensure all customers are kept informed throughout the process and regulatory requirements are met
  • To create accurate records ensuring all elements of the complaints are logged.
  • To keep the customer updated at every stage of the complaint journey and to use empathy and understanding of their circumstances
  • To be a champion of excellent customer service, be that directed at client, customer or supplier
  • To maintain a strong knowledge of the client specific procedures and policies
  • To fully embrace "Treating Customers Fairly" and conduct business in a manner which conforms to this
  • To maintain the accuracy of the CRM system
  • Liaise effectively with all departments to identify and investigate the complaint
  • Liaise effectively with clients and network managers to ensure effective resolution of complaints
  • To work proactively providing feedback where internal policies and procedures are not being adhered to
  • To work to agreed KPI's, exceeding them where possible
  • To manage and prioritise own workloads, escalating where appropriate but making own decisions to resolve the complaints
  • To understand GDPR regulations and ensure that, at all times, the regulations are adhered to
  • To consistently comply with Health and Safety Regulations in all aspects of general duties
  • To maintain the accuracy of the CRM system
To proactively seek to improve your own skills to the benefit of the company's service through identification of training needs with your Manager

Holiday Entitlement:20 days plus 8 Bank holidays
plus** 1 service day after 12 months' continuous service, up to 5 days maximum.

  • We all have different skills here at CET and that's what makes us stand out. We all take pride in a job well done and share the belief that an inclusive culture is key to our success and vision for the future_

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