Customer Care Liaison

Title: Customer Care Liaison

Location: Mansfield (2 days per fortnight)

Salary: £30k-£35k

We are currently recruiting on behalf of one of Europe's largest Insurance groups who are looking to add a Customer Care Liaison their team. In this role you will be responsible for picking up high profile assistance cases and taking over all customer communications. You will work with other stakeholders to ensure customer outcomes are delivered as soon as possible.

Responsibilities:

• Applying measures of Customer Satisfaction for Customer Outcomes that enable a feedback loop for improvement.
• Development of Customer Focussed messaging.
• Work with stakeholders to share Customer Outcomes and how experience is being improved.
• Understand and ensure applications of company policies, procedures and quality standards are met.
• Collate and maintain documentation and logs on all complaints and comments on negative/unsatisfactory experiences raised by customers through various channels ensuring each issue is dealt with to resolution
• Identify, raise and report trends/issues/concerns identified regarding customer feedback to relevant personnel/forums including vulnerable customers, PR/media cases, large losses
• Support vulnerable customers by being the link between them and other entities in the insurance value chain including assistance TPAs, claims TPAs, internal stakeholders etc
• Support customers with PR/media cases or impacted by a large loss by being the link between them and other entities in the insurance value chain including assistance TPAs, claims TPAs, internal stakeholders etc.

Experience Required:

• Previous experience working within the travel and medical assistance industry.
• Excellent customer service skills. Being comfortable having difficult conversations and able to demonstrate empathy to customers in critical situations.
• An independent worker with excellent organisational skills.
• Knowledge of the FCA handbook and best practice is desirable.

Benefits:

• Private Healthcare
• Life Insurance
• Employee Assistance
• Programme
• Pension Contributions (option to flex up to 10% employer contribution)
• Travel Insurance
• Wellness Fund
• Employee Referral Scheme
• 25 Days Annual Leave, increasing to 28 Days after 3 years’ service
• Celebration Day
• Volunteering Day
• Enhanced Family Leave & Pay
• Holiday Buy Back / Sell Scheme

If this opportunity is of interest, please apply with a copy of your CV and one of our team will be in touch to discuss in more detail.