At a Glance
- Tasks: Manage customer complaints, ensuring fair outcomes and driving improvements in customer experience.
- Company: Join a leading company in Croydon with a focus on customer relations.
- Benefits: Hybrid working, competitive pay, and opportunities for professional growth.
- Other info: Be part of a dynamic team dedicated to continuous improvement and customer satisfaction.
- Why this job: Make a real difference by enhancing customer experiences and resolving issues effectively.
- Qualifications: Experience in complaint handling, especially in insurance, and strong communication skills.
The predicted salary is between 30000 - 40000 € per year.
Our client is searching for a Senior Customer Relations team to join their team in Croydon! Within this role, you would be responsible for managing end-to-end complaint cases in line with the regulatory requirements and ensuring fair, balanced outcomes for customers.
This role focuses on delivering high quality investigations, clear final responses, and driving continuous improvement through root cause analysis, stakeholder collaboration and enhancing overall customer experience.
Effective management of a complaint caseload with maintenance of accurate and timely records.
- Undertake comprehensive assessments of the merits of each complaint, including the consequences of such assessments and taking active steps to ensure that fair and balanced conclusions are reached for the customer whilst also managing any reputational issues.
- Negotiation of compensatory benefits with internal and external complaint champions, complainants and the FOS.
- Highlight complaint trends and operation process improvement suggestions/solutions to the Head of Customer Experience once identified following the resolution of the complaint.
- Undertake effective root cause analysis tasks as requested by the Head of Customer Relations.
- Contribute to the production of Treating Customers Fairly (TCF) Bulletins and raising any conduct issues that may be identified as a result of complaint handling trends.
- Support in monitoring internal/external adherence to the Clients UK's complaint handling procedure/regulations.
- Maintain an up to date awareness of regulatory developments not limited to the Complaint (DISP) environment and escalating any concerns/updates as required.
- Participate, when required, in departmental initiatives in order to provide value to the UK business including (but not limited to) complaint training, presentations and knowledge sharing exercises in order to support and influence.
- Play an active role in identifying and improving our customers' experience through group and individual efforts; to review and recommend improvements based upon complaint experiences.
- Reviewing all Final Response Letters escalated by the complaint champion network to ensure a fair outcome is being reached and the quality of the communication being sent is accurate.
- Offering guidance and advice to the complaint champion network when they are attempting to resolve a complaint within 3-business days.
- Redirection of communication received within CRU to ensure it is being handled appropriately by the relevant line of business in CRT Admin absence.
Solid knowledge and awareness of the FCA regulatory Framework for complaints handling and principles relating to TCF.
Solid complaint handling experience within an insurance company, especially a claims environment.
Service and Support Representative in Croydon employer: Experis
Join a dynamic team in Croydon as a Senior Customer Relations Officer, where you will play a pivotal role in enhancing customer experiences through effective complaint management and continuous improvement initiatives. Our company fosters a collaborative work culture that values employee growth, offering opportunities for professional development and training in regulatory compliance and customer service excellence. With a hybrid working model, you can enjoy the flexibility of remote work while being part of a supportive environment dedicated to treating customers fairly.
StudySmarter Expert Advice🤫
We think this is how you could land Service and Support Representative in Croydon
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer relations. Role-play with a friend or use online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your skills during interviews by sharing specific examples of how you've handled complaints or improved customer experiences in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Service and Support Representative in Croydon
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the role. Highlight your experience in complaint handling and customer relations, as this is what we’re looking for. Show us how your skills align with the job description!
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve improved customer experiences or resolved complex complaints. We love seeing measurable outcomes that demonstrate your impact!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon unless it’s relevant. We appreciate a well-structured application that’s easy to read!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Experis
✨Know Your Stuff
Make sure you brush up on the FCA regulatory framework and the principles of Treating Customers Fairly (TCF). Being able to discuss these topics confidently will show that you're serious about the role and understand the importance of compliance in customer relations.
✨Showcase Your Experience
Prepare specific examples from your past roles where you've successfully managed complaints or improved customer experiences. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your problem-solving skills.
✨Be a Team Player
This role involves collaboration with various stakeholders, so be ready to discuss how you've worked effectively in teams before. Share instances where you've contributed to group initiatives or helped colleagues resolve issues, as this will demonstrate your ability to work well within a team.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the company's approach to continuous improvement or how they handle complaint trends. This shows your genuine interest in the role and helps you gauge if the company aligns with your values.
