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.