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- Tasks: Help customers resolve complaints and manage cases from start to finish.
- Company: Join Davies, a company dedicated to excellent customer service and support.
- Benefits: Enjoy flexible working, career training, and discounts with UK retailers.
- Why this job: Make a real impact by helping people during challenging times in a supportive environment.
- Qualifications: No specific experience needed; strong communication skills and a passion for service are key.
- Other info: Full training provided, with opportunities for professional development and community involvement.
The predicted salary is between 28800 - 43200 £ per year.
Department: Claims Management
Location: Stoke
Davies is currently recruiting individuals who are passionate about delivering excellent customer service and assisting people during challenging times. We are seeking a Customer Relations Consultant to join our Stoke team, serving as a central point of contact for internal and external customers to resolve complaints. We value confident individuals who remain calm under pressure and have experience managing difficult conversations. Resolving customer issues from start to finish can be highly rewarding, and we welcome applicants with transferable skills from customer-facing roles and strong communication abilities, both written and verbal.
What will your day look like:
- Acknowledging and investigating new complaints (Tier 1); introducing yourself to the customer or policyholder and informing them that you will personally manage their case via telephone.
- Autonomously coordinating with various departments to resolve issues, demonstrating proactive engagement and action-taking.
- Resolving complaints and issuing Final Response Letters (FRL), following up with the customer or policyholder with the resolution.
- Responding to queries from the operational team.
- Performing other duties as assigned by Team or Operations Managers.
Knowledge and Abilities:
- Previous industry experience is preferred but not essential; full support and training are provided.
- High-level written communication skills are required due to the frequent creation of accurate emails and letters.
- Transferable skills and qualities are highly valued; focus is on what you can bring to the role.
- Understanding the importance of delivering excellent customer service.
- Ability to handle challenging conversations confidently and calmly.
- Deliver outcomes with a sensitive and adaptable approach where necessary.
Benefits
- Career & Purpose
- Davies Innovation Lab
- Leadership training programmes
- Funding for professional qualifications
- Learning opportunities at Davies
- Environmental & Social
- The Davies Foundation
- Local charity funding
- Pennies To Heaven
- Employee Resource Groups
- Employee volunteering programmes
- Financial Health
- Pension scheme with 5% employee and 5% employer contributions
- My Choices at Davies: High Street discounts and a Financial Wellbeing Hub
- Life assurance (x4 salary)
- Refer a Friend scheme
- Cycle to Work Scheme
- Lease car salary sacrifice
- Davies Incentive Plan
- Enhanced maternity, paternity, and adoption pay
- Mental, Physical & Emotional Wellbeing
- Wellbeing centre offering move, munch, money, and mind focus programs
- Discounts with numerous UK retailers
- Employee Assistance Program (EAP): 24/7 confidential helpline
- Holiday entitlement: 25 days, increasing to 26 after 5 years and 27 after 10 years
- Flexible working options: hybrid, remote, or office-based
- Dress for your day policy
- Inclusive employment policies covering menopause, fostering, fertility, sabbaticals, and support for baby loss and miscarriage
- Flexible benefits including holiday purchase, health cash plans, and BUPA dental plans
Customer Relations Consultant employer: Davies
Contact Detail:
Davies Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Consultant
✨Tip Number 1
Familiarise yourself with common customer service scenarios and complaints. Understanding the types of issues customers face will help you demonstrate your problem-solving skills during the interview.
✨Tip Number 2
Practice handling difficult conversations with a friend or family member. This will help you build confidence in managing challenging discussions, which is crucial for the Customer Relations Consultant role.
✨Tip Number 3
Research Davies and their approach to customer service. Being knowledgeable about our values and how we support customers will show your genuine interest in the position and align with our mission.
✨Tip Number 4
Prepare questions to ask during the interview that reflect your understanding of the role and the company. This not only shows your enthusiasm but also helps you assess if this is the right fit for you.
We think you need these skills to ace Customer Relations Consultant
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience and any transferable skills relevant to the role of a Customer Relations Consultant. Emphasise your ability to handle difficult conversations and provide examples of how you've resolved complaints in the past.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for delivering excellent customer service. Mention specific experiences where you managed challenging situations calmly and effectively, and explain why you want to work with Davies in particular.
Highlight Communication Skills: Since high-level written communication skills are essential for this role, ensure your application is free from errors and clearly conveys your message. Use professional language and structure your writing well to demonstrate your communication abilities.
Showcase Adaptability: In your application, mention instances where you've had to adapt your approach to meet customer needs. This will show that you understand the importance of being sensitive and adaptable in customer service roles, which is highly valued by Davies.
How to prepare for a job interview at Davies
✨Showcase Your Customer Service Skills
Make sure to highlight your previous experience in customer-facing roles. Share specific examples of how you've successfully resolved complaints or handled difficult conversations, as this will demonstrate your ability to excel in the Customer Relations Consultant position.
✨Demonstrate Calmness Under Pressure
During the interview, be prepared to discuss scenarios where you had to remain calm and composed while dealing with challenging situations. This will show that you can handle the pressures of the role effectively.
✨Communicate Clearly and Effectively
Since high-level written communication skills are essential for this role, practice articulating your thoughts clearly during the interview. You might even want to prepare a few concise responses to common questions to showcase your communication abilities.
✨Research the Company and Its Values
Familiarise yourself with Davies' mission and values, especially their commitment to excellent customer service. This knowledge will help you align your answers with what they are looking for and show your genuine interest in the company.
