About This Role

• Take ownership of more complex customer's request via all channels of communication and taking ownership and coordinating any requirements from other areas of Customer Services to ensure that the customers goal is achieved, and their expectations are carefully managed
• Handle and support with complex queries within the team, managing complaints and escalations
• Deliver accurate outputs to customers. Respond to all customer requests compliantly, accurately, professionally, and efficiently, ensuring, where possible, that the customer is satisfied with the response via the customer channel of choice
• Make proactive contact with customers on complex queries and support team in incoming phone escalations
• Accurately update administration systems including ALPHA and OPUS – to both satisfy the customer request and to keep all policy records accurate and up to date.
• Work in line with Active Leadership principles.
• Identify any vulnerability that the customer may have and follow the process appropriately
• Work flexibly in a team environment for the Customer Services division, working on different customers and/or work queues and different teams to meet the changing demands of the business to demonstrate elevated levels of versatility.
• Identify potential propositional, process or practice enhancements and constructively suggest to the team leader your recommendations to address these.
• Contribute to working parties and provide subject matter expertise of customer journeys to help process owners, project teams and other managers as requested
• Provide subject matter expertise to support process training delivery
• Escalate potential risks and issues
• Adherence to behavioural competency framework appropriate to job role.
• Measured quality from quality checks and call critiquing which also include complaints and breaches
• Operational Effectiveness/ Active Leadership principles
• Compliant with and adherence to processes and procedures
• Compliance with procedure change control, T&C, RCSA (Risk and Control Self-Assessment) approved work controls, ARUK behaviour & competency framework and all external regulations.
• Breach & complaint reduction
• Improvement suggestions and recommendations

• Experience of working in a financial services company
• Any further business-related experience or higher education qualifications will be an advantage though not essential
• Any coaching skills or qualifications would be preferable though not essential
• Thorough knowledge and understanding of customer conduct and Treating Customers Fairly (TCF) principles
• Proven experience in customer environment
• Knowledge of regulatory and legislative requirements pertaining to Life and Pensions
• Knowledge in line with company T&C’s

The hiring manager to contact is: Lauren Bird Email: lauren.bird@reassure.co.uk

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