Customer Service Representative

5 days ago

Haywards Heath, West Sussex, United Kingdom First Central Insurance Management Ltd Full time

**Job Summary**

We are seeking a highly skilled and experienced Customer Relations Executive to join our team at First Central Insurance Management Ltd. As a key member of our customer service team, you will be responsible for resolving customer complaints in a timely and professional manner.

**Key Responsibilities:**

  • Investigate and resolve customer complaints in accordance with company policies and procedures.
  • Communicate with customers in a polite and professional manner, ensuring that their concerns are addressed and resolved to their satisfaction.
  • Work closely with internal stakeholders to identify and implement solutions to customer complaints.
  • Provide feedback and insights to the business on customer complaints, including trends and root causes.
  • Make fair and reasonable decisions that balance customer and company needs.
  • Support the implementation of the Customer Relations Strategy to ensure that customer relations is not seen as only responding to complaints.

**Requirements:**

  • Previous experience of working in a customer service environment with experience in handling complaints.
  • Experience of working within the insurance sector or financial services.
  • Excellent track record in resolving customer expressions of dissatisfaction, balancing customer and company needs.
  • Good experience of making commercially aware but customer-focused decisions.
  • Some understanding of root cause analysis and sound knowledge of complaints handling.
  • Some knowledge of insurance products and personal lines insurance would be advantageous.
  • Excellent communication skills, both verbal and written.
  • Excellent customer services skills.
  • Problem-solving skills with the ability to translate problems and find resolutions.
  • Good organisational skills with the ability to meet tight deadlines at short notice.
  • Good numeracy and literacy skills.
  • Good IT and software skills, in particular with Excel and databases.

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