Service Review Executive

Location:

Birkenhead or Liverpool

REFERENCE: 05/22/10
CLOSING DATE: 5/30/2022 12:00:00 AM

Job Purpose:

To manage the new Service Review Team, provide line management and ensure the effective provision of regulated complaint handing services to lay and commercial clients.

Key Duties & Responsibilities:

  • To receive, log and handle complaints in compliance with our policy, procedure and service standards
  • To provide excellent service throughout the complaint handling journey both verbally and written
  • To maintain a professional, calm and objective manner when interacting with any stakeholders
  • To work in collaboration with the legal teams to facilitate accurate and transparent complaint handling
  • To ensure that all system processes are followed end to end for accurate RCA and MI
  • To produce management information reports summarising activity and remediation
  • To liaise with all colleagues in a professional and collaborative manner

Experience & Knowledge:

  • A level of legal claims experience and of working in a professional services environment
  • Experienced in complaint handling and customer service best practice standards
  • Excellent interpersonal skills including confident and clear telephone communication skills
  • Experience of working in client facing roles with supporting systems and processes
  • The importance of teamwork and contribution to the overall success of the business

Desirables:

  • Knowledge of ISO frameworks (hugely beneficial if ISO10002)
  • Previous experience within a legal, insurance or other regulated environment
  • Experience of root cause data analysis, management information and pivot tables

Service Review Executive

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