Diligenta Careers Internal

About This Role

Summary of the role:

To deliver excellent customer service across more complex customer requests, at a heightened vulnerable time, of illness and worry, in our customers lives, allowing for our Senior representative to take ownership of the customer outcome. Breathing life into our company values and demonstrating this through model behaviours, evidencing the group values, though the support provided to our team members and customers.
The role will provide the right candidate opportunity, to identify potential enhancements to our process or practice, whilst having accountability for owning the resolution of the customer's request during a vulnerable time of their lives, making an impact by providing support and information through the process of claiming.

There will be a check of base knowledge and understanding of terms and policy types that our team assess.

What you’ll be doing:

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

What we’re looking for:

Escalate potential risks and issues
Excellent listening skills
Ability to show empathy with Customers
Good call handling, interpersonal and communication skills
Clerical accuracy
Good literacy skills
Ability to remain composed and focus on the customer in a dynamic and changing environment
Proven ability to adapt to change and have a flexible attitude to work
An elevated level of computer literacy
Ability to work to high productivity levels while maintaining consistently high quality
Proven ability to adapt to change
Aptitude to pass knowledge and skills onto other colleagues in a collaborative, supportive way, building positive learning relationships
Checking accuracy and attention to detail and ability to maintain consistent quality over a sustained duration

The hiring manager to contact is: Nicola Brown Email: nicola.brown@reassure.co.uk

Apply for this role:

Have you liaised with your current manager to inform them of your intent to apply for alternative positions within Diligenta?

Yes

Please note, if you have not liaised with your current manager we will not be able to progress with your application. Attach CV

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Senior Customer Services Representative

About This Role

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