Customer Recovery Co-ordinator

1 week ago

Middlesbrough, United Kingdom Service Care Full time

**Job Title: Customer Recovery Co-ordinator**
**Work Pattern: 25 hours per week**
**Type: Fixed Term 12 Months**
**Location**:Middlesbrough TS2**
**Salary: £19,968 per annum (£29,556 full time equivalent)**

**Purpose of the role -**
Our client is looking for a customer care administrator to support the Customer Recovery Team Leader in the management of complaints and insurance claim. Responding in timely and effective manner to ensure information and insight is captured and recorded to constantly improve customer experiences within the organisation.
**Job Role -**
- Support the delivery of an effective customer focused approach to problem solving and claims management, ensuring that insurance claims and complaints are efficiently managed, and that outcomes and learning are captured in a timely way.
- Work collaboratively with other stakeholders to ensure an effective customer focussed experience is achieved that supports the overall management of complaints, claims, MP queries and other forms of dissatisfaction raised. Where necessary work with colleagues to ensure actions are delivered within timescales and if necessary support via relevant training.
- Contacting customers via a variety of channels (telephone, written, online or face to face) to listen, ask questions and better understand issues to inform an effective response. Where possible taking a negative situation and turning it around.
- Maintain and update systems to support the Customer Recovery Team Leader in monitoring, analysing and reporting accurate information. This will inform performance, trends and enable the achievement of successful outcomes and avoid similar failure occurring in the future.
- In difficult and complex situations take ownership and work with key colleagues and/or stakeholders to deliver resolution.
- Using a range of methods and as directed, deliver training to teams and individuals as required to embed learning and drive higher levels of customer service and satisfaction
- Experience in delivering a quality and customer focused complaints and claims management service within a high volume, pressured environment.
- Ability to sensitively communicate with customers and stakeholders to understand and improve customer experiences.
- Ability to record accurate information and support the Customer Recovery Team leader in identifying appropriate solutions to capture learning across Thirteen.
- Confidence to contact colleagues to ensure actions are delivered within timescales and to the required level.
- Excellent writing skills to effectively communicate information, outcomes and learning to customers

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

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