Customer Relations Executive at Collinson

Purpose of the job

• To handle all complaints received in accordance with regulatory guidelines, client service levels and company standards, ensuring that customers get a fair and independent review of any concerns raised. Complaints will be handled from escalations from policyholders and representatives via the complaints procedure.

Key Responsibilities

• To respond to all complaints received by our customers and representatives, meeting
• our obligations as a company and our governing regulations.
• To adhere to all company protocols and procedures
• To adhere to FCA and CBI rules and Non UK regulations.
• To carryout full thorough and fair investigations of all complaints received.
• Manage own workloads in a smart and effective way.
• Highlight any customer experience or TCF issues whilst carrying out investigations with
• a view to preventing future complaints.
• To keep accurate and detailed records of all complaints, following correct company procedure. To keep up to date with all internal knowledge and processes followed within our operations teams, to ensure you are up to date with all the latest FCA regulations. Escalate training and competency issues to the Complaints Manager and relevant Team Leaders. To ensure that all effort is made to discuss the complaint and the subsequent outcome with the complainant. To carry out any other ad hoc duties consistent with the position that may be required.

Knowledge, skills, and experience required

• Knowledge and understanding of travel claims/products and or assistance experience (Essential).
• An understanding of Personal accident products and industry (Desirable).
• Knowledge and understanding of complaint handling and insurance regulation, FC
• guidelines (Essential).
• An understanding and knowledge of the FOS and FSPO (Desirable)
• Excellent verbal and written communication skills (Essential).
• Excellent customer service skills (Essential).
• Confident in dealing with deadlines and delivering to targets and objectives.
• Attention to detail with good time management.
• Computer literate.
• Adaptable to change and flexibility to deal with any tasks as required and a good team
• worker.
• Person Specification
• Self- motivated with the ability to work on their own initiative and to manage the
• work assigned to them
• Providing excellent customer service with a passion