At a Glance
- Tasks: Manage customer complaints, ensuring fair outcomes and enhancing the overall customer experience.
- Company: Join a leading insurance company in Croydon with a hybrid work model.
- Benefits: Competitive pay, flexible working hours, and opportunities for professional growth.
- Other info: Collaborative team environment with a focus on continuous improvement.
- Why this job: Make a real difference by improving customer experiences and driving positive change.
- Qualifications: Experience in complaint handling and knowledge of FCA regulations required.
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 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 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 training and development opportunities to help you excel in your career. With a hybrid working model, you can enjoy the flexibility of balancing your professional and personal life while contributing to meaningful outcomes for our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Service 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. We recommend role-playing with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've handled complaints or improved customer experiences. This will demonstrate your ability to deliver high-quality investigations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Service Support Representative in Croydon
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Service Support Representative role. Highlight your experience in complaint handling and customer relations, as this will show us you understand what we're looking for.
Showcase Your Skills:Don’t just list your skills; give us examples of how you've used them in past roles. Whether it’s managing complaints or conducting root cause analysis, we want to see how you’ve made a difference in previous positions.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon unless it's relevant. We appreciate a well-structured application that gets straight to the point!
Apply Through Our Website:We encourage you to apply directly through our website. This way, your application goes straight to us, and we can review it without any hiccups. Plus, it shows you're keen on joining our team!
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 complaint handling.
✨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 Ready for Role-Play
Expect some role-play scenarios during the interview. Practice how you would handle a difficult complaint or negotiate compensatory benefits. This will help demonstrate your negotiation skills and ability to remain calm under pressure.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's approach to complaint handling and customer experience improvements. This shows your genuine interest in the role and helps you assess if the company aligns with your values.
