Senior Customer Relations Handler GBP22,000 – GBP24,000 (depending on experience)Hybrid (Newcastle under Lyme – 2 days in office, 3 days from home)Monday – Friday 37.5 hoursWe are actively seeking a Senior Customer Relations Handler to join the Customer Services team where you will be regarded as an escalation point for the business and clients, as such you will be required to take ownership and/or provide guidance on complex complaint cases. You will take responsibility for complaints investigation, and complaints resolution and will be considered a role model in offering quality customer service. What will you be doing? To provide guidance or take ownership of complaints where there is a potential financial and/or reputational risk to the companyTo provide guidance or take ownership of claims/complaints where special circumstances and/or vulnerable customers are identifiedTo be regarded as a Complaints Escalation point to the business and to be a liaison with colleagues, clients, suppliers, customers with regards to escalated complaints.Is able to complete a file review/timeline to identify any possible service failures and consider redress, where appropriateIs able to carry out an investigation of all relevant points and information pertaining to customer's complaints to seek an appropriate resolutionIs able to identify the 'true' cause of a complaint through root cause analysis (RCA)When required, share your feedback to the business on your findings and provide suggestions on improving Customer ServiceCan take a holistic and impartial approach, whilst being methodical in thought process, to ensure a fair outcome to all parties. What are they looking for? Previous Customer Service experience is essential Experience within a claims management or complaint handling position. Previous experience within the Insurance industry is desirable Competent in using Microsoft Office Benefits28 days holidayBirthday off workCharity Days OffHealthcareCan purchase extra holidaysCycle to work schemePaid lunch once a week when in the officeTeam nights outAnnual Staff awardsInterested?Call Laura on or email for more information