Customer Care and Aftercare Advisor

Job Reference

JWCCAA

Job Type

Permanent

Job Hours

Full time

Duration of Employment

Closing Date

31/12/2021

Job Location

Norwich

Job Postcode

Salary Benefits

Evander Vision & Mission

  • The post-holder will be expected to operate in accordance with Evander’s vision and mission, actively promoting and applying these values wherever possible.
  • Evander Vision:
  • For Evander customers to trust us to make their properties safe, secure and smart whenever they need us.
  • Evander Mission:
  • Believe in the future of Evander and build a profitable £100m+ business together.
  • Listen to our colleagues and create a great place to work, where people feel trusted to make a difference.
  • Love our customers and go the extra mile.
  • Make Evander a great place to work
  • Key Accountabilities & Activities
  • 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.
  • Work closely with field operations in line with aftercare and remedial cases, to ensure customers product and / or fitting issues are dealt with in a timely manner.
  • Maintain a high standard of outgoing correspondence in accordance with agreed time frames.
  • Ensure all records, electronic and manual, are accurate, up to date and regularly reviewed.
  • Complete weekly, monthly and ad-hoc management information reporting on appointed insurer accounts, highlighting current complaints received and any service improvements required within network or central operational teams.
  • Ensuring the root cause of the complaint and remedial jobs are identified on every case and correctly allocated to the specific area where learning is to be applied.