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Form of workCovea Insurance are currently seeking a Complaint Case Manager to join our Customer Experience Team. If you possess excellent communication skills, with the ability to establish rapport with customers, and can work effectively under pressure in a fast-paced environment, then this opportunity could be the ideal fit for you.
What will I be doing?
- To work as part of the Customer Relations Team in order to provide a dynamic, sensitive, fair and proactive complaints service.
- To handle a portfolio of complaints from receipt through to conclusion ensuring they are handled in accordance with the Covéa Insurance Internal Complaints Procedure (ICP) and FOS precedents.
- To actively promote best practice and excellent customer care throughout Covéa Insurance using various and appropriate communication methods.
- To develop and maintain effective relationships with colleagues, customers and suppliers to support the team and its objectives as well as the growth of the business
- Accurately record complaints on the relevant complaints database
- Liaise with customers on an ongoing basis (both by phone and through written correspondence) keeping them informed of the progress
- Plan, organise and prioritise workloads to meet regulatory deadlines and internally agreed service levels
- Capture root causes of complaints to enable insight into customer pain points and provide feedback to operational areas, of findings, to drive improvements and complaint prevention
- Assist in the Early Resolutions and actively liaise with operational teams
- To keep up to date with any legislative or process changes
- Act as referral support to business areas
What would we like to see in you?
- Prior Insurance Claims experience - Home/Motor/Commercial etc.
- Excellent communication skills with the ability to convey information in a professional and efficient manner
- Strong Customer focus (external and internal)
- Previous experience in a Customer Service role within the general insurance market
- Knowledge of FCA/FOS
- A flair for investigation and resolution of complex queries
- Organised and able to manage own workload
- Ability to work under pressure and meet stringent deadlines
- Excellent attention to detail
- Be able to deliver a high level of accuracy and productivity
What's in it for you?
- 36.25 working hours per week with flexitime, (along with a range of flexible working options)
- Annual pay review and performance related bonus
- 25 days holiday + bank holidays, with the option to buy/sell holidays
- Continued professional development through internal training programmes, professional qualifications and apprenticeships
- Lots of support for your mental wellbeing through our Wellbeing group, who provide Mental Health First Aiders and an Employee Assistance Programme where you can access additional support such as counselling, financial advice, and relationship support.
- A range of health benefits such as access to a 24/7 Virtual GP, free eye tests, flu jabs and the option to opt into private medical insurance
- Tusker Car Scheme - salary sacrifice scheme which lets you drive away a brand new, fully maintained and insured car for up to four years.
- Peace of mind, with our life assurance plan and the option to opt in to our critical illness cover
- 7.5% minimum employer pension contribution to maximum of 9%
- A volunteering day a year to support a charity close to your heart
- A big thank you for sticking around, with our Loyalty Bonus - once you reach 5 years service and beyond
- Additional benefits such as discounted gym memberships, cycle to work schemes and discounts at lots of retailers through Perkpal.
