Customer Relations Executive

Customer Relations Executive The Recruitment Council Cape Town , South Africa Until 2026/07/20 Job description Job Description Purpose of the job To handle all complaints received in accordance with regulatory guidelines, client service levels and company standards, ensuring that customers get a fair and independent review of any concerns raised. Complaints will be handled from escalations from policyholders and representatives via the complaints procedure. Key Responsibilities

• To respond to all complaints received by our customers and representatives, meeting our obligations as a company and our governing regulations.

• To adhere to all company protocols and procedures

• To adhere to FCA and CBI rules and Non UK regulations.

• To carryout full thorough and fair investigations of all complaints received.

• Manage own workloads in a smart and effective way.

Expérience

• Highlight any customer experience or TCF issues whilst carrying out investigations with a view to preventing future complaints.

Responsabilités

• To keep accurate and detailed records of all complaints, following correct company procedure.
• To keep up to date with all internal knowledge and processes followed within our operations teams, to ensure you are up to date with all the latest FCA regulations.
• Escalate training and competency issues to the Complaints Manager and relevant Team Leaders.
• To ensure that all effort is made to discuss the complaint and the subsequent outcome with the complainant.
• To carry out any other ad hoc duties consistent with the position that may be required.

Knowledge, skills, and experience required

• Knowledge and understanding of travel claims/products and or assistance experience (Essential).

• An understanding of Personal accident products and industry (Desirable).

• Knowledge and understanding of complaint handling and insurance regulation, FCA guidelines (Essential).

• An understanding and knowledge of the FOS and FSPO (Desirable)

• Excellent verbal and written communication skills (Essential).

• Excellent customer service skills (Essential).

• Confident in dealing with deadlines and delivering to targets and objectives.

• Attention to detail with good time management.

• Computer literate.

• Adaptable to change and flexibility to deal with any tasks as required and a good team worker. Person Specification

• Self- motivated with the ability to work on their own initiative and to manage the work assigned to them

• Providing excellent customer service with a passion Free. No credit card required. ¿Te interesa este puesto? Sign up to continue Free. No credit card required.

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