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Customer Relations Consultant

15,628 P.A. ?
Davies Group

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Purpose of the role

Take responsibility of allocated complaints and attempt to resolve any expressions of dissatisfaction using the appropriate solutions and alternatives within the relevant time limits.

Act as a central point of contact for internal and external customers in the resolution of Reportable Complaints.

Duties and Responsibilities

Handle allocated Reportable Complaints for all divisions within the Davies Group, in line with client and company requirements and service standards
Investigate the circumstances of a complaint with all business units considering compensation that may be payable to the insured, where necessary
Draw conclusion and deliver this to the Customer, Client, Heads of Business within the Group and/or our CEO in the event of an escalated complaint
Present information to the insured clearly, effectively and fairly adhering at all times to the clients contractual requirements
Actively adhere to and promote the principles of Fair Treatment of Customers and operate within Financial Conduct Authority (FCA) guidelines
Provide support and guidance to the rest of the Group, to correctly acknowledge all Reportable Complaints
Take ownership of key clients when required ensuring processes are followed and deadlines are strictly adhered to
Ensure Key Performance Indicator targets are reached and maintained
Adhere to Company systems and procedures
Monitor and track root cause analysis and highlight trends and areas of improvement
Handling sensitive information in a confidential manner
All employees are expected to carry out any reasonable instruction given by their senior manager, in line with business requirements

The above is not an exhaustive list and may change with the overall business objectives of the Company.

Key Skills Requirements

5 GCSE’s grade A-C including Maths & English
At least 1 years experience of a Customer Relations environment
Knowledge of in-house systems
Good Microsoft Office skills
Excellent verbal and written communication skills
Excellent time management
Excellent attention to detail
Excellent telephone manner
Ability to multi-task and prioritise work load
Good listening skills

Are you a Davies Person?

All Davies Group employees need to be able to demonstrate our Big IDEA, Inspire, Deliver, Empower and Aspire. It is essential all employees embed these behaviours in line with their job role.

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