Customer Relations Executive
*Location: Colchester
*Job Type: Full-time
*Salary: £28,000pa (DOE)
We are seeking a Customer Relations Executive to provide effective technical support to the Customer Relations Manager and Claims Managers in the management of legal expenses insurance claims. This role involves coordinating, processing, and adjudicating complaints, ensuring compliance with regulatory procedures, and assisting in the overall management of complaints.
Day-to-Day of the Role:
*Investigate complaints and provide a final response to customers.
*Interact with complainants via telephone and email, ensuring a high level of customer service.
*Assist in coordinating and managing complaint files alongside other team members.
*Handle and resolve complaints in accordance with service standards and FCA regulations, including corresponding with policyholders and solicitors.
*Maintain up-to-date and accurate complaints information on the complaints system.
*Hold a level of authority to sign off compensation and ensure that complaint correspondence is of a high standard.
*Meet targets from Key Performance Indicators (KPIs) related to complaint handling.
Required Skills & Qualifications:
*Previous experience in complaints resolution or a similar role.
*Excellent verbal and written communication skills, including proficiency in long-form letter writing.
*Exceptional telephone manner and strong interpersonal skills.
*Highly organised with excellent time management skills.
*Confidence to own tasks without supervision.
*Proficient in Microsoft Office applications.
*Meticulous attention to detail.
*Knowledge of the FCA and their complaint handling rules.
*Good research and investigative skills.
*Desirable: Degree educated, knowledge of Legal Expenses and Home Emergency Insurance.
Benefits:
*Competitive salary and benefits package.
*Opportunities for professional development and training.
*Supportive team environment focused on continuous improvement and achieving results.
How to Apply:
To apply for the Customer Relations Executive position, please submit your CV and a cover letter detailing your relevant experience and why you are interested in this role. Ensure your application aligns with the requirements listed above and demonstrates your ability to excel in managing customer relations and complaints.
This role offers a fantastic opportunity to develop your skills in a supportive and dynamic environment, contributing to the high standards of customer service and compliance in the management of legal expenses insurance claims.
Email your CV to Andrea Cureton –