Customer Relations Advisor
other jobs Ingeus
Added before 68 Days
- England,North East,North Yorkshire,Stockton-on-Tees
- full-time
- £26,500 - £265,000 per annum
Job Description:
* Act as the single point of contact for claimants and other third parties providing feedback on or making a complaint about the service
* Case manage allocated claimant complaints / feedback and ensure that they are responded to in line with the business process and within the specified timescales??
* Liaise with the relevant team / colleague to ensure their input into any investigation / fact finding and subsequent response
* Where appropriate, act to prevent a complaint through early intervention and resolution?
* Ensure that the relevant activities are undertaken within the Complaints Management System to log any complaint received and to record action taken and updates?
* Provide feedback and insight on any trends identified?through your work
* Provide coordination and administration support for serious complaints???
* Provide a high level of customer service, ensuring that all calls and enquiries are dealt with in a professional, polite and caring manner, and demonstrating customer service excellence at all times?
* Provide advice and guidance to claimants where appropriate and / or directing them to relevant advice and guidance?
* Escalate any enquiry or issue that you cannot resolve directly and ensuring full follow up to resolution
* Support the Customer Relations Team and other support functions with any associated administration tasks as required
* Commitment to personal and professional development, ensuring all necessary learning is completed?
Essential Criteria:
* Previous experience in a customer service role??
* Previous experience of processing complaints
* Strong customer service skills?
* Excellent written and verbal communication skills?
* Good interpersonal skills??
* Analytical and problem-solving skills?
* IT literacy including the ability to type/ data input accurately, and at speed?
* Previous experience using CRM databases?
* Organised and able to manage time productively?
* Flexible and able to adapt and respond well to change?
Desirable Criteria?
* Previous experience of using contact centre technologies?
* Customer Service Qualification?
* Case manage allocated claimant complaints / feedback and ensure that they are responded to in line with the business process and within the specified timescales??
* Liaise with the relevant team / colleague to ensure their input into any investigation / fact finding and subsequent response
* Where appropriate, act to prevent a complaint through early intervention and resolution?
* Ensure that the relevant activities are undertaken within the Complaints Management System to log any complaint received and to record action taken and updates?
* Provide feedback and insight on any trends identified?through your work
* Provide coordination and administration support for serious complaints???
* Provide a high level of customer service, ensuring that all calls and enquiries are dealt with in a professional, polite and caring manner, and demonstrating customer service excellence at all times?
* Provide advice and guidance to claimants where appropriate and / or directing them to relevant advice and guidance?
* Escalate any enquiry or issue that you cannot resolve directly and ensuring full follow up to resolution
* Support the Customer Relations Team and other support functions with any associated administration tasks as required
* Commitment to personal and professional development, ensuring all necessary learning is completed?
Essential Criteria:
* Previous experience in a customer service role??
* Previous experience of processing complaints
* Strong customer service skills?
* Excellent written and verbal communication skills?
* Good interpersonal skills??
* Analytical and problem-solving skills?
* IT literacy including the ability to type/ data input accurately, and at speed?
* Previous experience using CRM databases?
* Organised and able to manage time productively?
* Flexible and able to adapt and respond well to change?
Desirable Criteria?
* Previous experience of using contact centre technologies?
* Customer Service Qualification?
Job number 1448587