
Customer Experience Consultant Milton Keynes, England
Job description
This is a 12-month FTC contract opportunity, with permanency considered end of contract.
Why you should join us
We encourage our colleagues to work flexibly. We don’t promise we can offer you exactly what you want, but we are always happy to talk flexible working.
What we offer
- 27 days annual leave (plus bank holidays) and a holiday purchase scheme.
- Generous pension scheme, with an employer contribution of up to 10.5%.
- Life Assurance (x4 salary).
- Subsidised private medical insurance.
- Cycle to Work scheme.
- Employee discounts platform, including gym discounts.
- 24/7 employee assistance programme supporting your mental wellbeing.
- 2 days volunteer leave.
- Equalised maternity, paternity, adoption leave and pay for all new parents.
- Hybrid working 3 days working in Milton Keynes office.
As a Customer Experience Consultant in this exciting opportunity, you will play a crucial role as the key contact for consumers and customers when dealing with complex claims. Your responsibilities will revolve around providing exceptional service and support during the claims process, ensuring that customer’s needs are met, and their concerns are addressed promptly and efficiently.
Working collaboratively with others you will need to communicate and liaise with Claims Handling, Claims Investigators, and Builders, to ensure that accurate and timely decisions are made on whether to progress a claim. The primary purpose of the role is to ensure the smooth management and timely delivery of a claim to decline, or to the appropriate team for the next steps.
The role offers insight into the new homes business and provides an interesting opportunity to provide valuable support for our customers through complex and varied claims.
This is a 12 month FTC contract role with an opportunity to become permanent end of contract, dependent on performance.
- Consider all items against the correct section and policy cover to accurately decline or recommend further investigation of a claim at first contact.
- Identify emerging large and complex claims and ensure any relevant and appropriate referrals are completed in a timely manner as per processes.
- Resolve Resolution requests without the need for a site visit wherever possible by liaising with the Builder’s customer care team.
- Manage customers’ expectations, explaining decisions succinctly and well, and detailing what will happen next.
- Proactively work with other parties involved in obtaining the correct information to decline or progress a claim to the appropriate team.
- Act as a referral point for queries from other members of the First Contact team on simpler claims.
- Support the standard claims workstreams whenever customer demand requires you to do so, or upon the request of a Team Leader.
- Ensure understanding and adherence to Treating Customers Fairly requirements.
- Ownership and adherence to internal and external policies, procedures, and governances.
- Experience within a customer service environment, ability to work with people of all natures.
- Insurance or claims experience is desirable.
- Confident interpreting complex data and information to make appropriate decisions.
- Familiar with working in a call centre environment as the role entails using the telephone in a positive and welcoming manner.
- Demonstrable administrative and IT skills, competency using Microsoft Word, Excel and Outlook.
- Strong communication skills verbal and written.
- Excellent organisation, multi-tasking, and problem-solving skills.
- Strong attention to detail.
- Act with integrity, care, and diligence.
- Minimum of GCSE A-C English and Maths or equivalent i.e. diploma.
- NVQ L3 or equivalent.
- Qualification in insurance or claims handling would be an advantage.
Your future with us
Our inclusive culture
If you need any adjustments or additional support with your application, please let us know at [email protected]