Customer Relations Executive

Policy Expert Claims; Tonbridge; On-site; GBP 28,000 - 30,000; Full time

Benefits offered by this job

On-site gym

Free on-site parking

Free on-site breakfast bar

Complimentary on-site snacks and soft,

Discretionary performance related

Birthday leave

Job summary

Policy Expert Claims is seeking a compliant and customer-focused professional in Tonbridge to assist the Customer Relations Manager with handling complaints to a high standard and achieving positive outcomes with the Financial Ombudsman Service.

You will review escalated cases, conduct investigations, and support the team to deliver accurate Final Response Letters while upholding company procedures and regulatory requirements.

Qualifications

• Experience in a customer relations/complaints handling role within the insurance industry.
• Ability to manage multiple tasks and prioritise in a fast-paced environment.
• Comfort with policy and procedure compliance and documentation.

Responsibilities

• Review escalated complaints and complete investigations prior to Final Response Letter.
• Maintain a high FOS win rate.
• Mentor and develop team members to enhance skills.
• Provide technical and job related support ensuring company standards and compliance.

Skills

Time management

Verbal & written communication

Accuracy & attention to detail

PC literacy

Organizational skills

Customer empathy

Job description

About us

Policy Expert Claims delivers a dedicated, end-to-end claims management service. Combining cutting-edge proprietary technology with the highest standards of customer care, we provide seamless support from the very first point of contact through to final resolution, ensuring customers feel supported every step of the way.

Our team of experts have earned the trust and confidence of thousands of customers by consistently delivering results. With a 4.5-star Trustpilot rating, we’re proud to be recognised for our commitment, expertise, and determination to go above and beyond when it matters most.

Useful links:

Trustpilot Glassdoor

About the role:

To assist Customer Relations Manager with managing complaints to a high standard and ensure good outcomes at the Financial Ombudsman Service.

Key Responsibilities:

• Review escalated complaints, complete own investigations prior to issuing Policyholder with Final Response Letter.
• Maintain a high FOS win rate
• Mentor & develop team members to enhance their skills and capabilities.
• Provide technical and job related support to team members ensuring company standards, procedures and compliance are maintained
• To undertake any individual or team task or activity reasonably requested and in line with the company values

Key Requirements:

Skills/Attributes required

• Time management and organisation skills
• Tact and assertiveness when dealing with customers who may be stressed or angry
• Excellent verbal; and written communication skills
• Accuracy and attention to detail
• PC literate with good administrative skills.
• Detail orientated with the ability to identify salient points from claims files.

Drive/motivation

• Helpfulness and a passion for customer service
• High energy levels
• Positive approach
• Team player
• Drive and enthusiasm for meeting targets
• Empathy and understanding
• Confidence & a professional attitude

Experience/knowledge

• Experience of working in a customer relations/complaints handling role within the insurance industry.

In return, we can offer you:

Basic Salary £28-30,000 (DOE) as well as market leading benefits.

25 days Annual leave plus statutory holidays.

Just some of the great benefits we offer:

• On-site gym
• Free on-site parking
• Free on-site breakfast bar
• Complimentary on-site snacks and soft drinks
• Discretionary performance related bonus
• An extra day’s holiday for your birthday

Application deadline: this position will remain open until we have found the right person for the job.

Policy Expert Claims is an equal opportunities employer, and we positively encourage applications from suitably qualified and eligible candidates regardless of your gender, age, race, disability, ethnic background, religion or belief, sexual orientation, gender reassignment, marital status, or pregnancy and maternity.

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