Customer Relations Consultant

**Description**:
**Customer Relations Consultant**

**Location**:Preston office - hybrid after probation - then 50% in the office and 50% remote per month
**Hours**: 37.5 hours per week, Monday-Friday**

Davies are currently recruiting people who are passionate about excellent customer service and helping people in their time of need. We are looking for a Customer Relations Consultant to join our team in Stoke who will act as a central point of contact for internal, and external customers in the resolution of complaints. We’re looking for confident people who remain calm under pressure and have experience of dealing with difficult conversations. Being able to resolve an issue for a customer from start to end is a rewarding feeling, so we would like to hear from anyone with transferable skills who has experience with customer facing roles and telephone/written communication.

**What will your day look like**:

- Acknowledging and investigating new complaints (Tier 1); introducing yourself to the customer/policyholder, and letting them know you are now personally managing the situation for them by telephone
- You then have the autonomy and responsibility to coordinate with all areas of the business to resolve the situation for the customer, so you’ll be a proactive person eager to get involved with other teams to make things happen and take action
- Resolving complaints and issuing FRL (Final Response Letters), post calling the customer / policyholder with the resolution of their complaint
- Responding to queries from the operational team
- Any other reasonable duties assigned by one of our Team Managers or Operations Manager

**Knowledge and Abilities**:

- Although we prefer those with a good level of previous industry experience, it’s not essential as we offer full support and training
- We value transferable skills and qualities and focus on what you can bring to the role
- Understand the value of delivering great customer service
- Ability to deal with challenging conversations confidently and calmly
- Delivering outcomes including adapting a sensitive approach where required

**Benefits**:
**Career & Purpose**
- Davies Innovation Lab
- Leadership training programme
- Funding for professional qualifications
- Thrive at Davies; learning opportunities

**Environmental & Social**
- The Davies Foundation
- Local charity funding
- Pennies To Heaven
- Employee Resource Groups
- Employee volunteering programme

**Financial Health**
- Pension, 5% employee and 5% employer contribution
- My Choices at Davies provides; High Street discounts and Financial wellbeing hub
- Life assurance: x4
- Refer a Friend
- Cycle to Work Scheme
- Lease car salary sacrifice
- Davies Incentive Plan
- Enhanced maternity, paternity and adoption pay

**Mental, Physical & Emotional Wellbeing**
- Wellbeing centre; move, munch, money & mind focus
- Discounts with 100's of UK retailers
- EAP; 24/7 confidential helpline
- 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
- Flexible working; hybrid, work from home or join a collaborative office space
- Dress for your day
- Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
- Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan

**About Davies**:
We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses.

We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management.

Our global team of more than 8,000 professionals operate across ten countries, including the UK & the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.