Customer Relations Consultants - ERS : Job Details

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A career at ERS is both challenging and immensely rewarding. This role offers the opportunity to become a key member of a fast-paced, continually evolving team within the UK’s largest specialist motor insurer.

The Customer Relations Consultants provide an excellent claims service through the resolution of any reportable complaints, including those addressed to the Chief Executive, Lloyds the FOS or any other relevant regulatory body. To negotiate the settlement of claims in an efficient, fair and economical manner in accordance with the policy wordings. Effecting a speedy recovery of the underwriters outlay.

They also advise complaint handlers in the operational areas on handling strategies, regulations and requirements. Dealing with referrals through effective coaching, development and feedback.

Key Responsibilities

• Actively handling complaints in an effective manner within timescales in accordance with the complaint handling procedures
• Checking all new complaints on a daily basis, ensuring these are distributed to the team and that they are handled within company policy to achieve validation, investigation and negotiation in accordance with level of expertise/authority and responsibility of staff
• Supporting and ensuring compliance with Lloyds and FCA regulations
• Promoting a culture of communication and staff involvement.
• Investigating the underlying cause of complaints and trends, making recommendations for improvements to systems and/or training requirements.

Desirable Attributes:

• Confident and professional communication skills (oral and written).
• Excellent phone manner.
• Strong interpersonal and relationship-building skills.
• Articulate and numerate.
• Committed to delivering a first-class customer experience.
• Team player.
• Highly organized with a clear ability to prioritize and deliver on tasks.

Benefits:

• Competitive Benchmarked Salary
• 25 days holiday
• Discretionary bonus scheme
• Health Cashback Plan
• Employee assistance programme
• Annual holiday buy (up to 3 extra days)
• Salary sacrifice benefits
• The option for professional qualifications and study support