2 weeks ago

Manual Calculations Representative - Customer Service Support

Norwich 21K - 21.5K Permanent

Job Reference: HS3_1630567561

Job Title: Customer Service Advisor - Complaint Analyst

Location: Norwich

Salary: £21,000 - £21,500 (slight flexibility on this for extensive experience)

Contract: Permanent

A prestigious and growing Insurance company based in Norwich is recruiting a Complaints Analyst to join their company on a permanent basis. This is a great opportunity to join a business that is still thriving despite the difficult economic climate. The company is looking for individuals with customer service experience to join their ever-growing customer service family.

The main focus of this position is to deal with the investigation and resolution of administration complaints across the company's books of business. Analyse complaints to identify key root cause and complaint reduction opportunities. Assist the business in implementing process improvements to minimise future complaints.

Key Role Responsibilities:

  • Use proven customer service skills to resolve administration and service complaints in a manner that is consistent with best practice, whilst supporting TCF and adhering to regulatory requirements.
  • Convey decisions to clients both verbally and in writing, promoting clear communication with customers to assist with swift and satisfactory case resolution.
  • Liaise and build relationships with our internal and external customers, whilst being an advocate for Service Resolution at all times.
  • Provide an assessment of the implications to companies following investigation of the complaint; and suggest corrective action as appropriate.
  • Identify areas for improvement within company's current processes and procedures during the course of an investigation and implement any appropriate remedial action to ensure that we learn from our mistakes.
  • Recommend and authorise redress (refund of premiums, interest, ex-gratia payments and other disbursements to complainants), within agreed authorisation limits.

Essential Requirements

  • Previous experience of dealing with customer service complaints or investigations is essential (Only apply if you have this experience)
  • Ability to make effective decisions under pressure
  • Excellent written and verbal communication skills and ability to adapt to different customer profiles and internal audience.
  • Able to multi-task and switch priorities to suit changing business needs.

We look forward to receiving your application and will consider candidates from similar backgrounds who have the required technical experience such as Complaints Analyst, Complaints Handler, Complaints Investigator, Grievances Analyst, Grievances Handler, Grievances Investigator, Customer Service Advisor, Customer Service Exec, Customer Service Handler, Customer Service Analyst

Share this job:

Apply now

Similar Jobs

Product Manager

Manchester 50K - 60K Contract

Product Manager / B2B Manufacturing / £50-60k + Bonus + excellent benefits / 18+ Month Contact (Potential for T2P) / North West / Manchester (Remote working with 1- 2 days per month in the North West...

Product Manager

Manchester 50K - 60K Contract

Product Manager / B2B Manufacturing / £50-60k + Bonus + excellent benefits / 18+ Month Contact (Potential for T2P) / North West / Manchester (Remote working with 1- 2 days per month in the North West...

Bids Manager

Birmingham 30K - 40K Permanent

My client are a leasing professional services business with multiple UK offices, looking for an experienced Bid Manager to join their expanding team, following continuing business success and growth.T...

HR & ER Manager

Telford 38K - 45K Permanent

HR ManagerPaying up to £45k DOEAre you a flexible, dynamic, energetic and resilient HR professional with a strong background offering broad generalist HR & ER advice?We are looking to talk to candidat...

Business Intelligence Analyst

Tamworth 25K - 30K Permanent

Business Intelligence Analyst / Consumer Goods / Staffordshire / £25-30k + Bens / Permanent Do you have business intelligence experience, and are you seeking a new job in Staffordshire? Culture Recru...

Market Insight Analyst

Tamworth 30K - 40K Permanent

Market Insight Analyst / Consume Goods / Staffordshire / £30-40k + Bens / Permanent Culture Recruitment Group is helping a leading B2B and B2C goods company recruit a talented Market Insight Analyst t...

Business Intelligence Analyst

stafford 25K - 30K Permanent

Business Intelligence Analyst / Consumer Goods / Staffordshire / £25-30k + Bens / PermanentOur fantastic client is at an exciting point in their transformation, building out their BI capability and pu...

Market Insight Analyst

STAFFORDSHIRE 30K - 40K Permanent

Market Insight Analyst / Consumer Goods / Staffordshire / 30-40k + Bens/ permanentOur fantastic client is at an exciting point in their transformation, building out their BI capability putting data an...

Middleweight Designer

Birmingham 25K - 30K Permanent

Middleweight Designer - Birmingham (v flex ref home working) +Excellent BensThis role is focused on delivering creative excellence across all levels of a project lifecycle, including conceptualisation...