At a Glance
- Tasks: Resolve customer complaints in subsidence claims with empathy and efficiency.
- Company: Join a leading insurance firm focused on customer satisfaction.
- Benefits: Competitive salary, training opportunities, and a supportive team environment.
- Other info: Opportunity for career growth and continuous learning in a dynamic industry.
- Why this job: Make a real difference by helping customers through challenging situations.
- Qualifications: Experience in complaints handling and strong communication skills required.
The predicted salary is between 27000 - 33000 £ per year.
Description
To deliver a positive experience and positive outcomes for customers within the subsidence team, responsible for the fair, consistent, and timely resolution of complaints in line with regulatory requirements.
The role focuses on investigating and concluding complaints, including complex and sensitive cases ensuring timely and early resolution.
To maintain and actively manage a watchlist of sensitive and high-risk cases, including those involving multiple or repeat complainants.
Ensuring all cases are tightly controlled and remain on track throughout the claim lifecycle.
Provide clear oversight, early risk identification, and coordinated actions to support timely and consistent onward claim progression and effective stakeholder communication.
Responsibilities
- Take full ownership of complaints relating to subsidence claims from receipt through to final resolution.
- Ensure all complaints are acknowledged, investigated, and concluded within regulatory and internal timescales.
- Conduct thorough and impartial investigations, reviewing claim files, technical reports, and correspondence.
- Maximising telephone contact to ensure early progression/resolution of complaints
- Draft clear, concise, and compliant response and resolution letters in line with agreed quality standards.
- Manage multiple complaint cases simultaneously, including those involving complex or overlapping issues.
- Handle high-risk, sensitive, or escalated complaints, including those involving vulnerable customers or reputational risk.
- Maintain oversight of cases with multiple complaints or repeat complainants, ensuring consistency and fairness in outcomes.
- Work closely with Central Customer Service Team to support with resolution of complaints and administering monthly complaints MI
- Identify trends or systemic issues arising from complaints and escalate where appropriate.
- Work closely with claims handlers, subsidence consultants, and other stakeholders to gather information and drive resolution.
- Maintain accurate complaint logging and resolution records through central Crawford complaint systems (Workpro)
- Provide guidance and feedback to operational teams to improve complaint handling and reduce recurrence.
- Act as a point of expertise for complaint-related queries within the team.
- Ensure all complaint handling aligns with FCA regulations and internal complaint procedures.
- Maintain accurate and detailed records of all complaint activity.
- Support audit and training processes, reporting requirements, and quality assurance reviews.
- Monitor deadlines and ensure strict adherence to complaint handling timeframes.
- Analyse complaint data to identify root causes and recurring issues.
Contribute to process improvements and service enhancements to reduce complaint volumes.
Qualifications
Essential
- Proven experience in complaints handling within insurance, ideally property or subsidence claims.
- Strong understanding of FCA complaint handling rules and regulatory expectations.
- Experience dealing with complex, sensitive, and escalated complaints.
- Excellent written communication skills, particularly in drafting formal complaint responses.
- Excellent telephone communication skills
- Strong analytical and investigative skills.
- Ability to manage multiple priorities and work to strict deadlines.
- Confident in handling challenging conversations with professionalism and empathy.
- Team player with excellent customer service, organisational & communication skills.
- Previous claims/complaint handling experience.
- Knowledge of Insurance Principles
- Builds and maintains positive working relationships
- Shows empathy to customers and gains their confidence through technical expertise.
- Demonstrates personal integrity in a way which is consistent with the Company’s core values.
- Demonstrates a ‘can do’ attitude and is solution orientated
Desirable
- Insurance qualification to Certificate level essential - Cert CII/Cert CILA or commitment to achieve
- Sound knowledge of the subsidence claims handling process
- Detailed knowledge of subsidence claims handling
- Understanding of Building Construction
- Detailed knowledge of internal complaints handling procedures
- Knowledge of FCA & Compliance procedures
- Detailed understanding of Client requirements
- Takes decisive action based on analysis of options
- Uses technical knowledge to gain commitment
- Demonstrates a desire to continuously improve self and others
- High learning capacity to build on technical knowledge
- Is open and adaptive to change and shows a flexible attitude to meet the needs of the customer
Subsidence- Customer Experience Advisor in Nottingham employer: Crawford
As a Resiliency & Recovery Manager, you will thrive in a dynamic work environment that prioritises innovation and collaboration. Our company fosters a culture of continuous learning and professional development, offering employees the chance to enhance their skills while working on cutting-edge recovery solutions. Located in a vibrant area, we provide a supportive atmosphere where your contributions are valued, and your career can flourish.
StudySmarter Expert Advice🤫
We think this is how you could land Subsidence- Customer Experience Advisor in Nottingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Crawford. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Crawford before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Subsidence- Customer Experience Advisor in Nottingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Crawford:Your cover letter is your chance to shine! Tell us why you want to work at Crawford specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Crawford!
How to prepare for a job interview at Crawford
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
