Service Review Executive

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