Customer Relations Executive

6 days ago

Poole, United Kingdom Tru Talent Full time

**Customer Relations Executive
Location**:Poole - remote working with two days based in the office.
**Starting Salary**:up to£25,000 DOE**
Hours**:Monday to Friday - 9am-5pm**
Remote / Flexible working**

Our client describe themselves as a unique cocktail of Digital Service and Personal Expertise whom are personable and hard working. They are seeking personable Customer Service Advisors to join their Operations team.

As a Customer Relations Executive, you will be an imperative member of the Operations team dealing with front line complaint cases, communicating confidently and effectively over the phone. You will play a key role within the department and will providea supportive network to the business, helping to learn from customer feedback and adopt the highest working practices to help the business run smoothly.

**The Responsibilities of the Customer Relations Executive**:

- Working closely with the compliance team and handling complaints in line with company policy and FCA guidelines
- Making calls to customers at different stages of the complaint investigation and signposting them through the process
- Liaising with internal departments to gather information and identify opportunities for continuous improvement
- Ensuring complaints are recorded accurately, investigated, and resolved within regulatory timescales
- Ensure all new complaints, both verbal and written are logged and tracked correctly.
- Taking a lead role in effectively and efficiently handling cases relating to the ombudsman and other governing bodies as applicable
- Complaints reporting to senior leaders
- Maintain control of workload through actively monitoring and updating applicable systems (including CRM) and maintaining internal/external client contact
- Provide written responses within designated SLAs
- Assist with any classified breach that contradicts our compliance procedures

**What we are looking for from the individual?**

**Essential**
- Customer Service experience.
- Experience of working in Commercial Insurance desirable
- Ability to work independently and use own initiative.
- Highly effective written and verbal communication skills.
- Ability to absorb new information easily.

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