Customer Service Consultant

Job title:

Customer Service Consultant

Company

Tenerity

Job description

Overview:Claims and Complaints Assessor – Full Time – Start Date – March 2025Here are a few reasons why our Claims and Complaints Assessors enjoy working for us…

• Competitive salary of circa £23,000 – £24,000
• Hybrid working
• Full training and support throughout your career at Tenerity
• Subsidised Gym Membership
• 25 days holiday PLUS Bank Holidays
• Close to public transport links and local amenities
• Up to 10% Company pension Scheme
• Free onsite parking
• A great working environment and supportive Team Leaders

We are currently recruiting Claims and Complaints Assessor to join our team in Portsmouth!This is a great opportunity for you to build your career and develop your skills as part of a growing global company. Our Portsmouth site holds the Investors in people silver Accreditation.If you have the following skills or experience, then this could be the ideal role for you…

• Excellent verbal and written communication
• Experience in an insurance claims environment
• Experience dealing with escalated complaints
• Experience working within FCA guidelines
• High attention to detail
• Strong organisational and analytical skills
• CILA Claims Handling Qualification (if you currently do not hold this, we will support your development in achieving this qualification within a reasonable timescale)

What will I be doing in my new role?Joining the Tenerity team as a Claims and Complaints Assessor, you will ensure all enquiries, complaints and claims queries are dealt with in line with product terms and conditions, business processes and regulatory requirements. You will deliver a clear focus on customer needs whilst ensuring the achievement of all contracted SLA’s.Our BusinessTenerity is an engagement company dedicated to increasing the value of customer relationships. Our products are designed to make everyday transactions more affordable and safer for our customers and partners. We do this through two products “Savings and Protection”.As a business we have an entrepreneurial spirit, the energy and commitment of our employees is the cornerstone for our success. We quest to acquire and develop world-class talent.Do you want an impactful role in a growing company that is creating new solutions that lead the field in their innovation and effectiveness? Then consider joining us! Responsibilities:

• Receive and manage claims within product terms & conditions, ensuring all correct documentation is received, whilst maintaining accurate financial records and controls
• Able to accurately assess and authorise eligible claims according to set procedures and guidelines
• Receive and make inbound and outbound calls in relation to claims / complaints and enquires
• Receive, fully investigate and resolve individual customer complaints focusing on the overall customer journey
• To work within published service levels and regulatory guidelines (FCA, FOS, OFT, CCA etc)
• Handle inbound / outbound telephone calls and correspondence relating to an allocated work load
• Communicate settlement / complaint decisions to customers, discussing any on-going evidence requirements
• Where appropriate instruct external parties to provide information
• Make appropriate payments within agreed personal authority limits
• Maintain records as required to satisfy internal quality assessment, financial and regulatory audit
• Make referrals to team leader / manager where fraud is suspected, providing all necessary information
• Ensure claims are handled in line with all regulatory guidelines with company processes and procedures adhered to at all times
• Identify root cause of complaint and share best practice to support TCF and consistency in complaint handling
• Respond to customers within agreed service levels

KEY ACCOUNTABILITIES:

• Customer Service Consultants are responsible for assessing, approving or declining claims managing customer complaints from receipt to a final resolution across all products and services within Affinion. Ensuring acknowledgement and resolution milestones achieved with the customer within agreed service levels.
• Excellent telephone skills are required in order to manage the customer expectations and give customers confidence that their claims, enquiries and complaints are being treated seriously and handled in a fair and timely manner. Mitigating business risks for AI, clients and Financial Ombudsman through sound and fair decision making.
• Excellent telephone skills are required in order to manage internal processes and give customers confidence that their claims/complaints/enquires is being assessed fairly and in a timely manner.
• This role also involves building strong focused working relationships with line manager, operational support department, clients and all internal customers to be able to negotiate a fair resolution for the customer. A high attention to detail and a focus on quality is essential.

Qualifications:Essential:

• Secondary education to GCSE standard
• Excellent written and verbal communication

Desired:

• CILA qualification (Chartered Institute of Loss Adjuster)
• NVQ in customer service or equivalent qualification

Note: the successful candidate would need to undertake CILA qualification, if not already qualified.EXPERIENCE & KNOWLEDGE:

• 12 months experience within a customer service environment. Complaints and claims handling experience is desirable.

SKILLS AND BEHAVIOURS:

• Excellent verbal and written communication
• Ability to work in a highly challenging working environment
• Self-motivated, able to work with minimum supervision
• Ability to deal effectively with angry/upset customers
• Strong organisational and analytical skills
• Confident and sound decision making skills
• Close attention to detail
• Understanding of team procedures and system processes
• Excellent rapport building skills with both internal and external customers
• PC literate – Access, Word, Excel
• A high level of numeracy skills are required to be able to deal with refunds, claims payments and compensation

• Personal Integrity – Able to demonstrate positional trust to complete tasks checking quality and accuracy, return calls as required, communicate openly and clearly, record information
• Performance Driven – Able to establish priorities quickly and can identify information that is relevant and important to solving problems
• Customer Focus – Able to explain to customers options that may be available whilst demonstrating patience and understanding
• Self-Management – Able to demonstrate the ability to independently manage and complete tasks without intervention
• Relationship Building – Able to demonstrate good working relationships with all internal and external customers. Represent the team and the company in a professional manner at all times

Expected salary

£23000 – 24000 per year

Location

United Kingdom

Job date

Thu, 30 Jan 2025 02:57:36 GMT

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