Employer: Bond Recruitment
Salary: £25,000 – £27,500 per annum
Date Added: 16/09/2023
Job Specification: FOS Customer Relations Representative Position: FOS Customer Relations Representative Location: Tonbridge Salary: Up to £27,500 per annum We are seeking a dedicated individual to join our Customer Relations department as a FOS Customer Relations Representative. In this role, you will be responsible for reviewing and investigating escalated complaints, preparing FOS case file submissions, and managing subsequent queries from FOS. Your aim will be to maintain a high FOS win rate. Our office is based in Tonbridge, and a hybrid working pattern will be agreed upon. Responsibilities: As a FOS Customer Relations Representative, you will work closely with the Customer Relations Manager to manage complaints and FOS case file submissions. Your key responsibilities will include: Reviewing escalated complaints, conducting thorough investigations, and providing a Final Response Letter to the Policyholder. Preparing FOS case file submissions and effectively managing any queries that arise from FOS. Maintaining a high FOS win rate and promptly addressing changes in stance made by FOS, consulting with the Customer Relations Manager or Customer Relations Technical Manager when needed. Mentoring and developing team members to enhance their skills and capabilities. Providing technical and job-related support to team members, ensuring adherence to company standards, procedures, and compliance requirements. Undertaking any assigned individual or team tasks or activities in alignment with the company’s values. Preferred Skills and Experience: To excel in this role, we are looking for candidates with the following qualifications and skills: Skills Required: Effective time management and strong organizational skills. Tact and assertiveness when dealing with stressed or angry customers. Excellent verbal and written communication skills. Keen attention to detail and accuracy. Proficiency in using computers and good administrative skills. Ability to extract relevant information from claims files. Drive/Motivation: A passion for providing exceptional customer service. High energy levels and a positive approach. Ability to work well as part of a team. Demonstrated drive and enthusiasm for meeting targets. Empathy and understanding towards customers. Display of confidence and a professional attitude. Experience/Knowledge: Previous experience in a customer relations or complaints handling role within the insurance industry. Qualifications: Secondary education with qualifications in Maths and English, or a demonstrated ability in numeracy skills and written English. If you are a motivated individual with the required skills and experience, we invite you to apply for this position. Join our team and contribute to our commitment to customer satisfaction and continuous improvement.
Application Deadline: 28/10/2023
Contract Type: Permanent
Submitted Applications: 0