Customer Care Advisor

Job Reference

MS230

Job Type

Permanent

Job Hours

Full time

Duration of Employment

Closing Date

04/07/2022

Job Location

Norwich

Job Postcode

Salary Benefits

Customer Care Advisor

Evander are one of the UK’s leading companies providing glazing and lock services, operating in the Insurance, Facilities Management and Noise Abatement sectors. We are a growing business with an exciting vision for the future and looking for dynamic and ambitious individuals to help achieve our goals.

Role Purpose:

To ensure full compliance with contractual obligations set out by clients across all accounts in accordance with FCA complaint handling guidelines. Successfully monitor company service standards and performance, identify areas of improvements required, make recommendations to management for amendments to be made.

Handle and action remedial jobs, speaking with customers to understand their issues. Working closely with the network to support the rectification of the customers requirement. Work with relevant managers and teams, maintaining and improving level of Customer Service to all internal and external customer/clients. Building strong relationships with counterpart departments across all clients ensuring a strong working relationship is sustained.

What to expect:

  • Undertake all administrative requirements in respect of new and existing complaints, in accordance with contractual obligations, policy and FCA guidelines and in a timely and effective manner.
  • Provide support to ensure acknowledgement of all complaints is within 48 working hours of receipt.
  • Provide network and central operational staff with accurate and robust complaint details, to minimise the number of reportable complaints managed.
  • Liaise effectively with appropriate parties in order to investigate complaints and to provide satisfactory resolutions within agreed time frames, including chronological reporting of events when required.
  • Ensure all incoming correspondence is recorded in accordance with agreed and approved guidelines in a timely manner.

What we are looking for:

  • Previous experience of working in a customer complaints team and/or experience working in the insurance and/or home repairs sector
  • Knowledge of FCA compliance regulations
  • Effective, empathetic communicator with excellent verbal and written communication skills.
  • Adept user of Microsoft Office packages, particularly Excel, Word and outlook.
  • Experience of working in a telephony based, customer focused environment.
  • Strong planning and / or organisational skills.
  • Mathematical skills.
  • Commercial acumen and financial awareness.
  • To have a real passion to deliver great customer service and a resolute desire to get to ‘what the customer wants’ and deliver that plus more, to exceed the expectations of both customer and client.

Valuing Diversity and Inclusion, we aim to create a workforce that is representative of society where colleagues can be themselves, knowing that embracing differences enhances Evander’s operational capabilities and also helps to create a Great Place To Work. We are proud to celebrate diversity where individuals are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability.

Apply today!

By applying for this role, you are consenting for RSD Recruitment to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access, erase or restrict the holding or processing of your data please contact us and we will respond to your query within 48 working hours