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Senior Customer Relations Consultant

3 months ago

StokeonTrent, United Kingdom Davies Group Full time

Senior Customer Relations Consultant

Stoke-On-Trent - ST1 3DH

37.5 hours per week

Hybrid working after probation

Why would you join Davies?

At Davies people are at the heart of all we do, out values state that we succeed together, and it is this, that makes the business a great place to work You will be valued and supported and receive excellent benefits including but not limited to:

  • Reward platform – discounts for over 800 retailers
  • 25 days holiday (rising with service plus option to purchase up to 5 extra days a year)
  • Development, training, and professional qualifications

Davies are looking for a Senior Consultant to join our Customer Relations team in Stoke. As a Senior Consultant, you will allocate daily work to the team, manage technically complex and high-profile complaints, and will provide support and assistance to all team members in relation to complaint investigation and response. You will also support your colleagues with any development needs, whilst also supporting the Team Manager in the overall delivery of team objectives. 

What will your day look like:

  • Correspond with Policy Holders, Clients & Brokers via telephone, email, and post in an efficient and professional manner.
  • Support your Team Manager in managing and allocating daily workload to handlers, ensuring appropriate prioritisation in line with business and client requirements.
  • Ensure complaints handling standards are met throughout the team by review, audit and feedback of Complaint Handlers written correspondence, call performance and file management.
  • Support with the training and development of newer members of the Customer Relations team through side-by-side observation and feedback, review of written correspondence and call listening.
  • Responsible for ensuring accurate data entry within all systems and files used by Customer Relations.
  • Support Team Leader in client management, by assisting with escalations and special activities, attending client review meetings where required, and building strong relationships with counterparts in the client organisation.
  • Investigate the circumstances of a complaint with all business units considering compensation that may be payable to the insured, where necessary.
  • Actively adhere to and promote the principles of The Consumer Duty and operate within Financial Conduct Authority (FCA) guidelines.

Abilities And Knowledge:

  • A minimum of 1 years’ experience in complaint management 
  • Previous experience within insurance or an FCA-regulated business would be preferred, but not essential
  • Good level of IT skills including a good understanding of Word and Excel
  • Excellent telephone manner
  • Excellent written and verbal communication
  • Ability to work to deadlines whilst prioritising workload
  • Must be able to multi-task in a fast-paced environment
  • Confident in coaching and supporting other team members