Uk- Customer Services Advisor Vacancy In Crawford & Company

Hiring Organization / Company: Crawford & Company
Basic Salary: To Be Discussed
Employement Type: Full-Time





Job Details:

Position Summary:
To coordinate the resolution of customer dissatisfaction.

Job Scope:
  • Efficient caseload management through diary management and pro-active handling to reduce life cycle of complaints
  • Analysis of Complaints/Compliments received and production of relevant MI highlighting Best Practice non adherence
Functional Knowledge:
  • Team focused – working with colleagues throughout the business
  • Reactive – responding to daily workloads as dictated by customer requirements
  • Achievement of targets
  • Competent use of technology
General Background, Experience & Professional Qualifications:
  • Excellent customer service, organisational & communication skills
  • Team player
  • Problem solving skills
  • Previous claims/complaint handling experience
Key Responsibilities:
  • To comply with Crawford & Co complaints processes
  • Minimise financial exposure through effective file management
  • Ensuring own productivity within the team is maximised through use of effective file management to comply with service level agreements
  • Maximising telephone contact to ensure early progression/resolution of complaints
  • Develop trust and respect in relationships with customers.
  • Responsibility for ensuring all FCA guidelines are adhered to
  • Monthly complaints MI to be fed into management with ad hoc MI production as required
  • Work closely with UK Customer Services Manager to ensure development needs highlighted specific to audit score/complaint cause and subsequent reduction
  • Conduct ad-hoc projects/analysis and feedback as required
  • Contribution to the development of a highly professional and competent team
  • Able to demonstrate knowledge and/or awareness of FCA procedures and the TCF initiative
  • Actively seek to develop oneself and take responsibility for your own training and development
Behaviours:
  • Takes decisive action based upon an analysis of different situations.
  • Provides support, plans and manages resources.
  • Identifies and proposes opportunities to improve existing routines, products and services.
  • Uses own technical/managerial know how to gain commitment.
  • Develops options and strategies to resolve issues.
  • Work closely with managers/nominees to ensure the right approach is taken to the investigation and resolution of complaints in accordance with Crawford complaint procedures and the FCA regulations
Skills:
  • Excellent investigations skills and ability to analyse information
  • Proficient communicator at all levels both verbal and
    written
  • Ability to manage own time effectively & deliver to tight deadlines
  • Good internal knowledge of systems and processes
  • Ability to work to defined and challenging timescales
  • Innovative approach to any given project
  • Team player able to positively influence team members in achieving core business aims and values
  • Ability to assimilate knowledge quickly
  • Excellent customer service skills
  • Ability to quickly understand and formulate strategies for fair conflict resolution
In Addition:
The jobholder will be required to carry out any other function or task that may be expected from them or assigned to them from time to time, within their span of knowledge and ability.





Job Location Information:
City: Glasgow
State: Sct
Country: Gb
Location: Glasgow G2

Date Posted: 2021-07-22
Job Listing No# : 311648


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