Senior Customer Relations Advisor

Do you want to work for a company that offer outstanding benefits, hybrid working, have an office with beautiful walking locations nearby, are a top 50 South West employer and an opportunity for career progression?

Reed have partnered with a global, award winning, family founded professional services firm based near Clifton Triangle, Bristol. Recruiting for a Senior Customer Relations Advisor, on a full time, permanent basis.

Hybrid working: 2 days office/3 home
Hours: Mon – Fri. 9-5 – 35 hour week

Joining an experienced insurance claims team, it is essential that you enjoy talking to customers and are able to take care of escalated complaints as this is a key component of your role.

Our client is looking for someone who is customer service orientated, preferably from a Legal Expenses/Insurance background, previous experience of complaint handling and either CII qualified or working towards.

Duties
Respond to all escalated customer complaints
Liaise with all parties regarding the complaint to get it sorted
Review relevant statistics and information to identify areas for training and improvement
Investigate and assess all customer complaints
Ensure accurate records are kept of the complaint to aid with audits or escalated matters
Assume responsibility for quality control and compliance on own caseload, including accuracy and timeliness of record keeping, file management and management reporting and information
Help train up, mentor and support newer or more junior roles, but without direct line management responsibility

Requirements
2 years minimum complaint handling
Strong communicator both internal and external
Ability to have difficult conversations for example escalated complaints
Min. 5 GCSE Grade C+
Strong numerically
CII qualified or working towards qualification (desirable)
Knowledge of Legal Expenses insurance (desirable)

Benefits
Minimum of 26 days annual leave plus bank holidays, with the option of buying an additional 5 days and carrying over.
Pension: 7% Employer contributions in return for just 2% Employee.
Free Legal Expenses Insurance and Motor Breakdown Cover.
x4 Life Cover.
Health Cash Plan (currently BHSF worth £156pa – tax paid by employer).
Gym subsidy worth up to £25 pcm.
Cycle scheme and interest free commuter loans.
Company Sick Pay and enhanced Parental Leave.
Free coffee, tea, squash and biscuits.
Free company events and socials.
Learning expenses and time for study and exams.
Time off for charity work and giving back.
Resilient and calm under pressure