At a Glance
- Tasks: Manage customer complaints and claims, ensuring effective resolution and communication.
- Company: Join Kohler Mira, a diverse and innovative company committed to customer service excellence.
- Benefits: Enjoy a competitive salary, bonuses, and opportunities for career growth in a supportive environment.
- Other info: Collaborative culture with a focus on continuous improvement and innovation.
- Why this job: Make a real difference by helping customers and improving service processes.
- Qualifications: Strong communication skills and attention to detail are essential.
The predicted salary is between 28000 - 28000 £ per year.
We are seeking a Complaints and Claims Advisor to be a key member of the Customer Service Team, responsible for managing escalated customer complaints and Site Investigation (SI) cases. You will act as a point of contact for customers and internal associates, ensuring resolution, accurate documentation, and effective communication.
Basic Function
- Handle escalated customer complaints with a focus on resolution and service recovery.
- Manage Site Investigation (SI) cases involving property damage or personal injury.
- Complete SI Incident Checklists and raise Work Orders in Salesforce with accurate records.
- Maintain clear and accurate records of investigations, communications, and outcomes.
- Report findings and case progress to relevant internal stakeholders, including Kohler U.S teams, CPD, SLT, Legal, and Warranty teams.
- Liaise with internal teams (Planning, Engineering, Legal, Warranty) to coordinate investigations, service visits and outcomes.
- Communicate proactively with customers throughout the investigation process, providing updates and outcomes.
- Support financial claims resolution, including raising payments and working with customers, senior management, insurers, solicitors, and legal teams.
- Collaborate with technical experts to understand root causes and contribute to final reports and recommendations.
- Identify patterns in incidents to support early warning systems and continuous improvement.
Skills & Requirements
- Strong communication and customer service skills, especially in high-stress or sensitive situations.
- Excellent record-keeping and reporting abilities.
- Attention to detail and ability to manage complex case documentation.
- Collaborative mindset with experience working across departments.
- Understanding of GDPR and data protection when handling customer information.
- Ability to remain calm and solution-focused during challenging interactions.
- Self-motivated decision maker willing to do the right thing.
- Solution driven with an emphasis on matching business outcomes to customer needs.
- Desire to collaborate across Customer Service functions and with the wider organisation.
- Demonstrated understanding of Mira’s products and the end-to-end service process.
- Basic understanding of consumer law in relation to product-related issues and customer complaints.
- Computer literacy: Competent in Salesforce, SAP, Microsoft Outlook, Word, and Excel.
- Familiarity with Riskonnect is advantageous but not essential.
Benefits
We empower each associate with a competitive total rewards package that supports health and wellbeing, career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation.
Equal Opportunity Employer Kohler Mira is committed to diversity and inclusion. We are an equal opportunities employer and recruit, hire, and promote qualified people without prejudice.
Complaints and Claims Advisor - (req71552) in Cheltenham employer: Sterling Kohler
Kohler Mira is an exceptional employer located in Cheltenham, offering a competitive salary and bonus structure for the role of Complaints and Claims Advisor. With a strong commitment to employee wellbeing, career development, and a diverse workplace culture, we empower our associates to thrive in a collaborative environment that values innovation and inclusivity. Join us to make a meaningful impact while enjoying growth opportunities in a supportive team setting.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints and Claims Advisor - (req71552) in Cheltenham
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Complaints and Claims Advisor role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to customer service and conflict resolution. We recommend role-playing with a friend to get comfortable with your responses. Remember, showing your calm and solution-focused mindset is key!
✨Tip Number 3
Don’t forget to research the company culture at Kohler Mira! Understanding their values and how they handle customer complaints will help you tailor your answers during interviews. Plus, it shows you’re genuinely interested in being part of their team.
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect with us directly. Good luck!
We think you need these skills to ace Complaints and Claims Advisor - (req71552) in Cheltenham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Complaints and Claims Advisor role. Highlight your relevant experience in customer service and handling complaints, as this will show us you understand what we're looking for.
Showcase Your Communication Skills:Since strong communication is key for this role, give examples of how you've effectively communicated with customers or colleagues in the past. We want to see how you handle high-stress situations and keep everyone informed.
Be Detail-Oriented:Pay attention to the details in your application. We love candidates who can demonstrate excellent record-keeping and reporting abilities. Make sure your application is free from errors and clearly structured.
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 promptly. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Sterling Kohler
✨Know Your Stuff
Before the interview, make sure you understand the role of a Complaints and Claims Advisor inside out. Familiarise yourself with common customer complaints and how to resolve them. Brush up on your knowledge of GDPR and consumer law, as these will likely come up during your chat.
✨Showcase Your Communication Skills
Since this role involves a lot of communication, be prepared to demonstrate your strong communication skills. Think of examples where you've successfully handled difficult conversations or resolved conflicts. This will show that you can remain calm and solution-focused in high-stress situations.
✨Be Detail-Oriented
Attention to detail is crucial for this position. Bring along examples of how you've managed complex documentation or maintained accurate records in previous roles. Highlighting your organisational skills will reassure them that you can handle the demands of the job.
✨Collaborate and Connect
This role requires working across various departments, so be ready to discuss your collaborative experiences. Share instances where you've worked with different teams to achieve a common goal. This will show that you're a team player who values communication and cooperation.
