Complaints Advisor

19000.00 - 21000.00 GBP Annual + GBP19000 - GBP21000/annum
12 Oct 2017
26 Oct 2017
Contract Type
A company that offers a wide range of bespoke white label insurance products for a large number of
dealer groups are seeking a Complaints Advisor based in Warwick to join its expanding team. The Advisor will receive many benefits such as, 25 days + stats holiday, 1% contributory pension, free parking, healthcare offered after successful probation, childcare vouchers, access to an onsite breakout area with free tea and coffee and a daily sandwich van, discounted insurance products for cars, staff incentives, Cycle to Work scheme, summer and Christmas staff parties and a fantastic office environment.

Founded in the year 2000, and having recently celebrated its 16th anniversary, this company continue to strive to provide market-leading products designed specifically to meet the needs of the
client. It develops and markets innovative insurance solutions to the automotive industry motor
dealers. The company has a prestigious client base across the industry and currently provides schemes for 8 of the top 20 dealer groups in the AM 100 list, including 4 of the top 5.

As the Complaints Advisor your duties will include:

• Assessing, evaluating, investigating all complaints received by the company within the departments set KPIs.
• Root cause analysis of complaints and expressions of dissatisfaction received via Trust Pilot and all social media routes.
• Conducting investigations into misreported or late-reported policies and corresponds with dealers and insurers on these policies - ensuring no customer detriment throughout the process.
• Assisting in the implementation of departmental processes and operational functions by analysing, forecasting, making recommendations in accordance with the departmental goals and objectives.
• Managing costs in relation to complaints.
• Conducting periodical observed / monitored assessment of customer engagement to ensure TCF and customer outcome goals are being achieved.
• Identifying staff training needs and develops and delivers internal training accordingly.
• Coaching and mentoring staff with periodical refresher training.
• Coordinating with internal departments and senior management of client developments, updates on team activity and development projects.
• Writing and developing new training material - planning and coordinating internal development/training sessions.

To be a successful Complaints Advisor you will have the following skills and experience:

• Must be able to build rapport with the customer and demonstrate empathy.
• Customer service operations experience.
• Experience of general insurance and operating within a regulated complaints environment
• Training and observation experience.

In return, the Advisor will receive a salary of GBP19,000 - GBP21,000 per annum depending on experience + benefits

The first stage of the application process is to apply online.

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