Customer Care Representative (Complaint Handler)
Hastings Direct Leicester
Home Insurance Complaint Handler
Are you a great communicator with a strong focus on providing great customer outcomes for our Home Customers? Do you like problem solving, finding solutions and achieving goals? If so, we'd love to have you join our Complaints Team. We offer a salary based on previous experience.
Locations available: Leicester or Bexhill
In our department:
You'll be working in our Customer Care department, resolving customer complaints. You'll be supporting several customers at once, with different complaint types, working towards a timely, and positive resolution with the customer. You will be expected to communicate with the customer over the phone and email.You will also take inbound calls from customers that want to register a new complaint or discuss an existing one.
If you're successful, we can't wait to get you on board to provide our customers with great service and build supportive relationships with your peers. We want to be the biggest and best digital insurer in the UK and expect and encourage all colleagues to play their part in achieving this.You'll discover a vibrant atmosphere, where friendly, supportive colleagues are always ready to help each other.
What we're looking for:
- 1 years' experience working within the home insurance industry and therefore familiar with general insurance principles i.e. FCA, policy wording.
- Pride and experience in delivering top quality customer experiences
- People who thrive in a fast-paced, quality focused environment
- People who ensure that our customers always receive the right outcome, first time
- Self-motivated individuals that take pride in what they do who can demonstrate politeness and problem-solving skills
- A team player, you will work with multiple teams to deliver the right outcome
- People who are resilient, driven and enjoy helping customers
- Excellent influencing skills
- Excellent organisational skills
- Excellent verbal and written communication which is engaging and articulate
- Ability to overcome customer objections in a calm and concise manner, representing the company to a high standard and achieve a positive resolution
- Digital competency, including Microsoft systems
What we have to offer you:
- Annual company bonus potential earning of 5% of your base salary
- Structured career path with the opportunity to develop
- 25 days holiday and bank holiday equivalent (plus buy and sell up to 5 days)
- Pension 1:1 match up to maximum 10%
- Well-being programme
- Individual and team rewards
Please also note that we have a thorough referencing process, which includes credit and criminal record checks.
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