Customer Experience Specialist

5 days ago


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

Job Overview

The Complaint Resolution Professional at ERS provides an excellent claims service through the resolution of reportable complaints. They negotiate settlements efficiently, fairly, and economically in accordance with policy wordings, ensuring a speedy recovery of underwriters' outlay.

Your Key Responsibilities

  • Effectively handle complaints within timescales in accordance with complaint handling procedures.
  • Check new complaints daily, distribute them to the team, and handle them within company policy to achieve validation, investigation, and negotiation.
  • Support and ensure compliance with Lloyds and FCA regulations.
  • Promote a culture of communication and staff involvement.
  • Investigate underlying causes of complaints and trends, making recommendations for system improvements and/or training requirements.

Requirements

  • Awareness and action on all Compliance matters, including Disability Discrimination, Data Protection, Proceeds of Crime, and Risk.
  • TCF as an integral part of the organisation's culture and behaviour, consistently promoting it.
  • Representation of the correct values and culture of the group.
  • Support for Health and Safety through highlighting issues.
  • Engagement in self-development.
  • Provision of relevant MI to managers at all levels and presentation of findings where appropriate.

What You'll Get in Return

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

Company Fit

ERS values and culture are at the heart of this role. You'll be part of a team that prioritises customer satisfaction and employee growth.



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