At a Glance
- Tasks: Manage customer complaints and ensure fair outcomes while enhancing the overall customer experience.
- Company: Dynamic company in Croydon offering a hybrid work environment.
- Benefits: Competitive daily rate, flexible working, and opportunities for professional growth.
- Other info: Join a supportive team focused on delivering exceptional customer service.
- Why this job: Make a real difference in customer relations and drive continuous improvement.
- 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.
Accountabilities for the role:
- 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.
- Timely production of Final Response Letters aimed at clearly detailing the rationale behind the decision reached whilst advising the customer of his/her FOS referral rights.
- 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.
- Working with the FOS when cases have been escalated to them for their review/investigation; providing case file information, with assistance from the CRT Admin, to assist them with forming their objective decision on the case.
- Redirection of communication received within CRU to ensure it is being handled appropriately by the relevant line of business in CRT Admin absence.
Experience & Qualifications Required:
- 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.
- A sound understanding of the FOS and its associated procedures and practices.
If you are interested in this position, please do not hesitate to apply!
Please note in the event of high volumes of applications, we will only be able to respond to successful applications in the first instance.
If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.
Senior Customer Relations Officer in Fairfield 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. With a competitive daily rate and a hybrid working model, we provide a supportive environment that prioritises both your career advancement and work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Relations Officer in Fairfield
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in customer relations. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaint handling and customer experience. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills! Bring examples of how you've successfully managed complaints or improved customer experiences in previous roles. Real-life stories can make you stand out during interviews.
✨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 Senior Customer Relations Officer in Fairfield
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in complaint handling and customer relations. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Knowledge:Demonstrate your understanding of the FCA regulatory framework and TCF principles in your application. We’re looking for candidates who are not just experienced but also knowledgeable about the industry standards.
Be Clear and Concise:When writing your Final Response Letters or any other documentation, clarity is key! We appreciate well-structured and straightforward communication, so make sure your writing reflects that.
Apply Through Our Website:Don’t forget 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 Regulations
Make sure you brush up on the FCA regulatory framework and the principles of Treating Customers Fairly (TCF). Being able to discuss these in detail will show that you understand the compliance landscape and can navigate it effectively.
✨Showcase Your Complaint Handling Skills
Prepare specific examples from your past experience where you've successfully managed complaint cases. Highlight how you assessed the merits of each complaint and reached fair outcomes, as this is crucial for the role.
✨Demonstrate Your Analytical Skills
Be ready to talk about your experience with root cause analysis. Discuss how you've identified trends in complaints and suggested improvements, as this will demonstrate your proactive approach to enhancing customer experience.
✨Practice Clear Communication
Since you'll be producing Final Response Letters, practice articulating your thought process clearly. You might even want to draft a sample response to a hypothetical complaint to showcase your writing skills during the interview.
