Customer Care Handler
1 month ago
Customer Care Handler opportunity to join a fantastic Customer Services team with a leading Claims Handling Specialist company.
You will be the escalation point for the business and clients.You will be required to take ownership and provide guidance on complex complains cases, including investigation and resolution.
You will be considered a role model in offering quality customer service.
This is remote role
- you will ideally be based in the Newcastle under Lyme area.
Salary £22000- £24000 DOE
**Working Hours**:Business hours are Monday - Friday 8am - 6pm, 7.5 hours per day with a 1 hour lunch break, 37.5 hours per week. Working pattern will be agreed with your line manager.
**Key Accountabilities**:
- To provide guidance or take ownership of complaints where there is a potential financial and/or reputational risk to CCG
- To provide guidance or take ownership of claims/complaints where special circumstances and/or vulnerable customers are identified
- To be regarded as a Complaints Escalation point to the business and to be a liaison with colleagues, clients, suppliers, customers with regards to escalated complaints.
- Is able to complete a file review/timeline to identify any possible service failures and consider redress, where appropriate
- Is able to carry out an investigation of all relevant points and information pertaining to customer's complaints to seek an appropriate resolution
- Is able to identify the 'true' cause of a complaint through root cause analysis (RCA)
- When required, share your feedback to the business on your findings and provide suggestions on improving Customer Service
- Can take a holistic and impartial approach, whilst being methodical in thought process, to ensure a fair outcome to all parties.
**Qualifications and Experience**:
- Previous Customer Service experience is essential
- Previous experience within the Insurance industry is desirable
- Competent in using Microsoft Office
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