Customer Relations Executive
Core
Assist Customer Relations Manager with managing complaints to a high standard and ensure good outcomes at the Financial Ombudsman Service.
Role type
Customer Relations Executive (Complaints Handling)
Builds
Final Response Letters for policyholders
Domain
Insurance / Financial Services
Deliverable
client delivery
Required skills
complaint investigation, FOS compliance, team mentoring, technical support, claims file analysis, customer de-escalation
Preferred skills
time management, tact, assertiveness, verbal/written communication, accuracy, PC literacy, detail orientation, motivation, empathy, confidence
Responsibilities
Review escalated complaints, complete own investigations prior to issuing Policyholder with Final Response Letter, Maintain a high FOS win rate, Mentor & develop team members, Provide technical and job related support to team members
Seniority
Individual Contributor