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Claims Complaint Executive – (Motor & Household Claims Complaints)

We put the customer at the heart of everything we do. Ensuring we do the right thing for our customers in their time of need is extremely important to us.

If you share our passion for service and quality and want to play an active role in shaping process and procedures across Claims, we want to hear from you.

We are passionate about truly listening to our customers and recognising when we can improve the customer journey. Change like this doesn’t happen unless we discuss new ideas and challenge things that could be better.

Claims Complaints is a great place to build your career, develop technically and gain responsibility through experience, experience being vital to the success of the team and protecting Claims Complaints our customer and the business’ reputation.

Responsibilities of a Claims Complaint Executive position:

• At a broad level, prime responsibilities centre around correctly understanding, investigating and fairly resolving customer complaints regarding their claim.
• Listening Is key., as is keeping it simple and ensuring you build the customer confidence by solving their problems quickly and efficiently. Influence and own the issue to ensure successful resolution whilst adhering to regulatory guidelines.
• Be empowered and trusted to take responsibility, making decisions and using judgement to deliver a fair outcome.

• Review and suggest ideas on how to prevent the issues occurring again by recognising the root cause and recommending change.
• Help support the wider Claims area by adhering to our regulatory rulings and building confidence in complaint handling.
• Build a good working relationship with the FOS and ensure we take relevant guidance from their decisions.

• Deliver a superior customer service at all times.

Experience:

• A proven track record of delivering excellent customer service.
• Knowledge and understanding of Motor and/or Household Claims as well as Complaint process and procedures is preferable, although not essential as full training is provided.

Essential Skills:

• Ability to put yourself in the customers shoes and communicate decisions with confidence and empathy by telephone and in writing.
• Strong attention to detail.
• Able to identify key complaint root causes and work with the wider business to influence reduction in complaint volumes.
• Deliver excellent customer service and be driven to do the right thing for our customers. Be passionate in putting things right when they have gone wrong.
• Have the ability to consider alternative means of resolution.

Location:

Whilst this is a remote role, we would ideally like the successful candiate to come to our Cardiff office three times a month.