customer relations Eastleigh, England
Job description
Excellent opportunity for a Customer Services Agent to join a high quality Claims Management business, to develop and grow the Business Development Division.
GHG is a UK loss adjusting company with its Head Office near Southampton, Hampshire. We provide high quality solutions to claim situations. Trading for over 25 years and now private equity backed, we have earned a reputation for quality domestic and commercial loss adjusting with specialisms in subsidence, property, liability and high net worth claims.
The company takes pride in the quality, experience and passion of its staff. This is reflected in the reputation we have earned, with a loss adjusting product that has been developed and refined and has been consistently rated as "Excellent" in external client audits.
Description
Responsible for delivering the day-to-day customer service function across the Company under direction of the Customer Services Manager.
Work with Customer services team to be the first and central point for all customer feedback and complaints, responding in line with our individual clients needs and requirements.
Work with Customer Service Manager to champion a first-class customer experience throughout the Company and support the development of systems and process relating to the customer experience.
Answer incoming telephone queries and assist in making the policyholders journey as smooth as possible.
Responsibilities to include but not limited to:
Action incoming customer feedback and complaints / feedback; adhering to minimum standards, procedures and timeframes at all times dictated by each client.
Manage complaints in line with the process for assessing complaints, engaging with internal file owners and Divisional Heads, and leading on recommendations for resolutions that maximise customer satisfaction in line with direction from the Customer Services Manager.
Ensure that all relevant parties are kept up to date and informed of complaint progress and outcome.
Maintain central records of all customer complaint & feedback activity
Help maintain a central record of complaint processes and ensure the relevant parties are updated as and when these change.
Own and deliver Vulnerable Customer Programme under supervision of the Customer Service Manager.
Oversee and Action daily Follow Up inbox.
Answer incoming phone calls daily
Education, skills & experience
Strong experience in a Customer Service role, preferably within the insurance industry
Comprehensive knowledge of customer service best practice, process and technologies
A passion for delivering first class customer service, with an enthusiastic ‘can-do’ approach
Good commercial acumen with the ability to understand and service agreements and deliverables
Superb organisational skills with good time management and ability to prioritise and cope under pressure
Strong problem solving ability, thrive on finding solutions
Excellent communication skills, with a strong verbal and written ability
Excellent IT skills, confident working with systems and Microsoft Office
Strong interpersonal skills, ability to build a rapport quickly
Flexible and able to work on own initiative
What we offer you in return:
- Hours of work: 37.5 hours but additional hours may be required as detailed in the employment contract
- Discretionary company bonus
- A hybrid working structure that supports your work/life balance. We are currently working 3 days a week in the office and 2 days at home (After probation)
- 25 days annual leave, plus additional one day for your birthday
- 5 % Contributory Pension
- Private Health Care
- Death in Service
- Enhanced maternity, adoption, paternity and sick pay
- Electric Vehicle scheme (after probation)
- Career development and progression opportunities
Job Type: Full-time
Salary: Up to £26,000.00 per year
Benefits:
- Additional leave
- Company pension
- Life insurance
- Private medical insurance
- Sick pay
- Wellness programme
- Work from home
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus scheme
Experience:
- customer service: 1 year (required)
Work Location: In person
Reference ID: Customer Service Agent
