Customer Relations Specialist

2 weeks ago


Swansea, City and County of Swansea, United Kingdom ERS Full time

Job Summary

The Customer Relations Consultant will provide an excellent claims service through the resolution of any reportable complaints, including those addressed to the Chief Executive, regulatory bodies, and other relevant authorities. The role involves negotiating the settlement of claims in an efficient, fair, and economical manner in accordance with policy wordings, ensuring a speedy recovery of underwriters' outlay.

Key Responsibilities

  • Actively handle complaints in an effective manner within timescales in accordance with the complaint handling procedures.
  • Check all new complaints on a daily basis, ensuring they are distributed to the team and handled within company policy to achieve validation, investigation, and negotiation in accordance with level of expertise/authority and responsibility of staff.
  • Support and ensure compliance with regulatory requirements, including Lloyds and FCA regulations.
  • Promote a culture of communication and staff involvement.
  • Investigate the underlying cause of complaints and trends, making recommendations for improvements to systems and/or training requirements.

Requirements

  • Awareness and adherence to all Compliance matters, including Disability Discrimination, Data Protection, Proceeds of Crime, Risk, etc.
  • Ensure that TCF (Treating Customers Fairly) is a part of the organization's culture and behaviors, consistently working to promote this.
  • Represent the correct values and culture of the group.
  • Support Health and Safety through highlighting issues.
  • Engage in own self-development.
  • Provide relevant Management Information (MI) to managers at all levels and present findings where appropriate.

What You'll Get in Return

  • Training and Support
  • Flexible employee benefits, including a range of discounts from retailers
  • Bonus opportunities
  • Annual salary review
  • Opportunities to progress your career with ERS


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