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Customer Relations Advisor
2 weeks ago
Davies Group is a specialist professional services and technology firm working in partnership with leading insurance, highly regulated and global businesses. Our team of more than 5,500 professionals operate across the UK and Ireland, US, Bermuda and Canada.
The Customer Relations Officer will report to the Customer Care Manager within the Davies 24/7 Team based in Halesowen. This position would suit someone with complaint management experience within a regulated environment who is keen to develop a career with a dynamic, expanding company.
You'll be the person that customers turn to when things haven't quite gone to plan. With a personable and empathetic approach, you'll listen to their complaint and concerns, before investigating the issue and providing a resolution. Every complaint is different, so you'll need be flexible in your approach, to reassure the customer that their problem will be rectified as effectively as possible. This is a fast-paced, targeted customer service centre, so team spirit, fantastic communication skills and ability to multi-task will be required.
**It’s a busy and varied role, with a broad range of responsibilities, but the fundamentals include:
- Investigate and assess complex case history
- Take ownership and manage own complaint caseload to reach first time resolutions
- Balance business needs against customer expectations to ensure high levels of customer satisfaction
- Work within and outside the parameters of company policy, to find creative solutions to customer issues
- Demonstrate the ability to balance telephone, written and administrative work to ensure that personal targets and departmental service levels are met
- Contribute to departmental meetings, projects and training sessions
- Identify trends, complete root cause analysis and use MI to drive continual improvement
- Participates in customer and client listening programs to identify customer needs and expectations
- Ensure compliance with company's quality
**Skills and Experience
- Understanding of the works of FCA and FOS
- Demonstrable experience of working in a complaints environment within a Financial Service or Insurance industry
- Ability to see things from the customers perspective and put the customer first
- Good standard of literacy along with excellent listening, written and verbal communication skills
- Proven time management skills and a willingness to take ownership of work
- Calm disposition coupled with the ability to work well under pressure
- Methodical and organised approach to ensure that all customer contacts are correctly completed in a timely manner.
- Ability to multi-task several different workflows and customers at any one time
- Strong problem-solving skills coupled with an ability to negotiate through alternative solutions with the customer.
**Hours of work**
The core working hours will be full time 9:00 - 17:00 Monday - Friday, however flexibility will be required depending on business requirements.
**What we offer**
- Company Pension and Life Assurance
- Leadership, training & support for professional qualifications
- Development programmes & institute memberships
- Employee Assistance Programme
- Virtual GP and other wellbeing resources and regular company initiatives
- Access to Cycle to Work, Season Ticket Loan and eye test vouchers
- Davies Foundation; regular fun events to raise funds for our charitable foundation
**Diversity & Inclusion
