Customer Resolution Officer

6 months ago

Milton Keynes, United Kingdom Policy Expert Full time

**Why Policy Expert?**

Policy Expert launched in 2011 with a vision to change the insurance market and put people first. We’ve quickly grown from strength to strength to become one of the top 10-home insurers in the UK. We celebrate being the most successful entrant into the home insurance market for the past 20-years.

**What is the secret behind our award winning customer service**

It’s quite simply our people. We empower our colleagues to be human and build relationships to ensure our customers have an individual conversation.

We have the same passion for our people as we do for our customers.

**Why?** Because a great business starts with great people, when the team align with company values, they feel more connected. Our Business Values have been designed for our people by our people.

**Our Business Values**:
**We're Innovative - **we seek out new ideas and ways that make a significant difference - to our people, our customers and our business. We're curious, creative and open minded.

**We're Dynamic - **We're proactive, ambitious and agile. We're non-bureaucratic but remain fully compliant with legislation and regulation.

**We're Collaborative - **We recognise and acknowledge everyone's strengths and we respect other's views. We collaborate freely and foster a phenomenal team spirit.

**We're Supportive - **We care about our people. We have a positive working environment where constructive challenge is encouraged. We support our customers with fairness and honesty to build lasting relationships.

Today, we insure over 1 million home and car insurance customers across the UK and are avid investors in people, as such we are proud of having a score of 4.8 out of 5 stars on Glassdoor (voted by our employees).

Don’t worry if you haven’t worked in insurance before as our structured induction programme and ongoing support will ensure you have the information and skills to kick start your new career, what we ask from you is the willingness and enthusiasm to learn and succeed.

**The role and what you’ll be doing**:
**Key Responsibilities**:

- Manage workload through several channels such as telephone, online and written correspondence ensuring the investigation and resolution of customer complaints.
- Obtain necessary information/updates from other departments for the resolution of the complaint.
- Liaise with other bodies such as the FOS, Legal Firms, Claims Management Companies, Police and other Third Parties in handling complaints and Subject Access requests as required.
- Make outbound telephone calls to customers to clarify complaint information/points when needed.
- Make outbound telephone calls to customers after you have investigated their complaint to confirm your investigation and discuss your proposed resolution with the customer and follow up to resolve any issues in their customers experience.
- To assist in the management of complaints referred to the Financial Ombudsman service.
- Ensure compliance with all relevant procedures.
- Escalate any issues, risks or concerns to Complaints/Compliance Manager, as appropriate and in a timely manner.
- Ensure that each interaction with our customers exceeds their expectations and delivers Service Excellence to achieve and protect brand reputation and maximise retention of the customer base.
- Ensure customers are kept informed throughout the complaint process.
- Ensure complaint handling is in accordance with the existing regulations and guidelines.
- Ensure that you maintain an up-to-date knowledge of our products, processes, and industry developments.
- Manage a workload of cases at various stages of resolution.
- Carry out thorough complaint investigations with a high level of attention to detail, collating and thoroughly analysing information, liaising with colleagues and writing comprehensive final response letters.

**What we stand for and what we provide**:
**The core attributes we would value in this role are**:

- High level of account management, sales, and service ability
- Competent in handling and working through customer concerns.
- Strong persuasion and influencing skills.
- Strong listening and empathy skills.
- Excellent communication and customer service skills as you will be speaking directly with customers over the telephone.
- Ability to work self-sufficiently/independently while collaborating within a team environment.
- Ability to adapt to changes within a fast-paced working environment.
- Excellent administration skills.
- Proficient in Excel skills.
- High attention to detail with the ability to remain accurate while dealing with high volumes of numerical data.
- Previous experience in a complaint handling role is preferable.
- Experience of working in Financial Services desirable.

**Job Type**: Fixed term contract
Contract length: 12 months

Pay: £24,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Discounted or free food
- Health & wellbeing programme
- Referral programme
-

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