Customer Relations Consultant

Davies; Stoke-on-Trent; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

A leading company in claims management is seeking a Customer Relations Consultant for its Stoke team. The successful candidate will handle customer complaints, coordinate resolutions across departments, and ensure excellent customer service. This role is suited for confident individuals with strong communication skills, providing a rewarding opportunity to support customers through challenging times.

Benefits

Leadership training programmes

Funding for professional qualifications

Pension scheme with employer contributions

Flexible working options

Employee Assistance Program (EAP)

25 days holiday entitlement

Qualifications

• Experience in customer-facing roles preferred but not essential.
• High-level written communication skills for accurate emails and letters.
• Ability to handle challenging conversations confidently.

Responsibilities

• Acknowledge and investigate complaints, managing cases personally.
• Autonomously coordinate with departments to resolve issues.
• Issue Final Response Letters (FRL) and follow up with customers.

Skills

Communication

Customer Service

Problem Solving

Job description

Department: Claims Management

Location: Stoke

Description

Davies is currently recruiting individuals who are passionate about delivering excellent customer service and assisting people during challenging times. We are seeking a Customer Relations Consultant to join our Stoke team, serving as a central point of contact for internal and external customers to resolve complaints. We value confident individuals who remain calm under pressure and have experience managing difficult conversations. Resolving customer issues from start to finish can be highly rewarding, and we welcome applicants with transferable skills from customer-facing roles and strong communication abilities, both written and verbal.

What will your day look like:

1. Acknowledging and investigating new complaints (Tier 1); introducing yourself to the customer or policyholder and informing them that you will personally manage their case via telephone.
2. Autonomously coordinating with various departments to resolve issues, demonstrating proactive engagement and action-taking.
3. Resolving complaints and issuing Final Response Letters (FRL), following up with the customer or policyholder with the resolution.
4. Responding to queries from the operational team.
5. Performing other duties as assigned by Team or Operations Managers.

Knowledge and Abilities:

• Previous industry experience is preferred but not essential; full support and training are provided.
• High-level written communication skills are required due to the frequent creation of accurate emails and letters.
• Transferable skills and qualities are highly valued; focus is on what you can bring to the role.
• Understanding the importance of delivering excellent customer service.
• Ability to handle challenging conversations confidently and calmly.
• Deliver outcomes with a sensitive and adaptable approach where necessary.

Benefits

Career & Purpose

• Davies Innovation Lab
• Leadership training programmes
• Funding for professional qualifications
• Learning opportunities at Davies

Environmental & Social

• The Davies Foundation
• Local charity funding
• Pennies To Heaven
• Employee Resource Groups
• Employee volunteering programmes

Financial Health

• Pension scheme with 5% employee and 5% employer contributions
• My Choices at Davies: High Street discounts and a Financial Wellbeing Hub
• Life assurance (x4 salary)
• Refer a Friend scheme
• Cycle to Work Scheme
• Lease car salary sacrifice
• Davies Incentive Plan
• Enhanced maternity, paternity, and adoption pay

Mental, Physical & Emotional Wellbeing

• Wellbeing centre offering move, munch, money, and mind focus programs
• Discounts with numerous UK retailers
• Employee Assistance Program (EAP): 24/7 confidential helpline
• Holiday entitlement: 25 days, increasing to 26 after 5 years and 27 after 10 years
• Flexible working options: hybrid, remote, or office-based
• Dress for your day policy
• Inclusive employment policies covering menopause, fostering, fertility, sabbaticals, and support for baby loss and miscarriage
• Flexible benefits including holiday purchase, health cash plans, and BUPA dental plans