AddressLV=GI have a new opportunity for a Customer Relations Advisor covering our offices in either Bristol, Birmingham, Bournemouth or Huddersfield.
If based in Bristol this will be a Home Based Role
- You will be able to demonstrable an understanding of GI products and services in insurance with the ability to explain complex issues in a simple manner.
- Have knowledge and understanding of FCA & FOS regulations and practice regarding complaint resolution with excellent written and verbal communication skills including the ability to negotiate and mediate effectively with customers, peers and suppliers.
- Ability to make balanced judgements from diverse and conflicting information, considering the customer and commercial needs and applying skills to resolve complex complaints including serious exceptions.
- You will maintain up to date knowledge of complaint best practice and how it’s applied in LVGIG.
- You will have the ability to provide feedback and coaching to operational front line to improve complaint resolution and ability to independently review others decisions and provide feedback and advice in an appropriate way.
- You will have an in-depth understanding of the Respond system and reporting requirements where appropriate.
Key Accountabilities
- Customer and Operational Excellence
- Achieve productivity and quality targets for all assigned activity within agreed service levels.
- Investigate and resolve escalated complaints in accordance with company policy, ensuring that the customer experience and outcome is at the forefront of resolution. This includes dealing with High Profile complaints – minimising adverse publicity and ensuring fair customer resolution.
- Ensure complaints are resolved cost effectively where policy related and ex-gratia payments are made, calculating appropriate levels of redress or compensation and evaluating suitable levels of goodwill payments.
- Identify appropriate opportunities to recover costs from relevant third parties and take the necessary steps in accordance with the working practice to agree those amounts.
- Ensure that the Respond complaints management system and any other systems used are updated accurately and fully in accordance with working practices.
- Provide advice and guidance to frontline staff in LVGIG on complaint recognition and handling via the Customer Relations Helpline and other channels to help avoid rework, additional compensation payments and inappropriate action.
- Provide ad-hoc coaching and feedback to frontline staff on a case by case basis.
- Identify and capture the root cause of resolved complaints to support the collective root cause analysis process.
- Identify and escalate areas of concern arising from complaint resolution, making recommendations to improve systems, processes or working practices.
- Develop and maintain strong working relations with GI business areas and third party suppliers ensuring the agreed complaint framework is followed.
- Maintain and develop own skills and knowledge across product and function ranges handled in Customer Relations.
- Identify and escalate areas of concern arising from complaint resolution, making recommendations to improve systems, processes or working practices.
About You:
- Previous Candidates Need Not Apply
- Demonstrable understanding of GI products and services with the ability to explain complex issues in a simple manner.
- Knowledge and understanding of FCA & FOS regulations and practice regarding complaint resolution.
- Excellent written and verbal communication skills including the ability to negotiate and mediate effectively with customers, peers and suppliers.
- Ability to make balanced judgements from diverse and conflicting information, considering the customer and commercial needs and applying skills to resolve complex complaints including serious exceptions.
- Maintain up to date knowledge of complaint best practice and how it’s applied in LVGIG.
- Ability to provide feedback and coaching to operational front line to improve complaint resolution.
- Accurate use of all LV= systems including Respond.
- Ability to independently review others decisions and provide feedback and advice in an appropriate way.
- Knowledge and understanding of legislative regulations
Who we are
We are not your average insurance company; in fact, we strive to be different. You will not find strict dress codes, jargon-filled documents, or unrealistic targets here. What you will find is a welcoming culture, a clear vision and teams of passionate people doing their best for our customers.
LV= GI is a large, multi-award-winning general insurance company, with nearly 7 million customers and aspirations for future growth. Having recently become part of the Allianz family, we’re proud to be one of the largest personal insurers in the UK.
What we can offer you
This role is a Support Cluster in the LV= Structure. Recognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from- so you can pick a package that’s perfect for you. We also offer flexible working options, global career opportunities across the wider LV=GI Group, and fantastic career development and training. That’s on top of enjoying all the benefits you’d expect from the world’s number one insurance brand, including:
- 24 days' holiday
- A competitive pension for which LV= will pay twice the amount you pay, up to 14%
- An annual bonus scheme based on company and personal performance
- A flexible benefits package (e.g. discounted retail vouchers, great value dental insurance)
- ElectriX EV salary sacrifice scheme
- A generous 25% discount off our general insurance products including home, pet and travel as well as up to 50% discount on your car insurance.
Our Ways of Working
Do you need some flexibility with the hours you work? Let us know as part of your application and if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen.
We are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers, with your personal circumstances and our business requirements. Our aim with this is to help innovation, creativity, and you to thrive - Your work life balance is important to us.
Our Purpose and Values
We secure your future
Be Brave | With Heart | Everyone Counts | Inspiring Trust
Our purpose and values are more than just words on a website - they are the why and how of LV= GI. They influence everything we do and guide us how to do it. Created by our people, for our people, they shape our culture, bring us together, and inspire us to be the best. Building an inclusive culture for us all to succeed.
Diversity & Inclusion
At LV=GI we value diversity and inclusion and back this up with our accreditations. We are EDGE certified for gender inclusion, members of the Women in Finance Charter, signatories of Business in the Community’s Race at Work Charter, and an Armed Forces Covenant gold standard employer.
We recognise the strength of neurodiversity in the workplace, and the far-reaching benefits of embracing a spectrum of thinking styles and innovative capabilities. We proudly welcome applications from neurodivergent and disabled candidates, and can offer tailored adjustments to remove barriers and set you up for success in your career.
At LV=GI, we encourage our people to advocate for what they need, we listen, and we act – this could include providing assistive technology, ergonomic specialist equipment, mentoring and coaching, or flexibility in the way you work, among a wide range other adjustments.
