Customer Complaints Executives

5 months ago

Derby, 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

**Essential - You MUST HAVE at least 2 years complaint management experience in a regulatory complaints environment to be considered for this role.**

**The Package**

**Annual Salary**

Offering a competitive salary which will be dependant upon experience with eligibility to participate in a discretionary annual bonus scheme together with an excellent benefits package.

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

or

40 hours per week to be worked Monday-Friday with a degree of flexibility to work extra hours during peak winter months

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

**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 non-delegated 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 pro-actively 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
- 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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