Customer Relations Specialist

4 weeks ago


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

Job Overview

The Customer Relations Consultant plays a crucial role in providing exceptional claims service through the resolution of reportable complaints. This involves negotiating settlements in an efficient, fair, and economical manner, in accordance with policy wordings, and effecting a speedy recovery of underwriters' outlay.

As a key member of the team, the Customer Relations Consultant will also advise complaint handlers on handling strategies, regulations, and requirements. They will deal with referrals through effective coaching, development, and feedback.

Key Responsibilities

  • Actively handle complaints in an effective manner within timescales, in accordance with 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.
  • Support and ensure compliance with 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 action on all Compliance matters, including Disability Discrimination, Data Protection, Proceeds of Crime, and Risk.
  • Ensure that TCF is a part of the organization's culture and behaviors, and consistently work 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 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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