Customer Relations Consultant

About us

ERS is the UK's largest specialist motor insurer with an A+ rating. We recognise that for some, motor insurance is more than just a must-have; it's a way of taking care of what stands at the heart of their passion or livelihood. For those people, standard insurance isn't enough. That's why we work exclusively with motor insurance brokers to help get under the skin of the most difficult insurance risks, helping build products to meet their customer's needs.

The role

To provide an excellent claims service through the resolution of any reportable complaints, including those addressed to the Chief Executive, Lloyds the FOS or any other relevant regulatory body. To negotiate the settlement of claims in an efficient, fair and economical manner in accordance with the policy wordings. Effecting a speedy recovery of the underwriter's outlay. To advise complaint handlers in the operational areas on handling strategies, regulations and requirements. Dealing with referrals through effective coaching, development and feedback.

Key responsibilities

• To actively handle complaints of an executive or Ombudsman level.
• On a daily basis check all new complaints and ensure these are distributed to the team.
• Understand and apply all company policies and procedures.
• Support and ensure compliance with Lloyds & FCA regulations.
• Maintain an up-to-date knowledge of legislation, case law, social and market developments.
• When appropriate, override the decisions made in the operational area.
• Investigate the underlying cause of complaints and trends, making recommendations for improvements.

Desirable behavioural attributes

• Clear and impactful written and verbal communication.
• Demonstrable collaborative mindset combined with excellent interpersonal skills.
• Close attention to detail to ensure accurate data entry.
• A focus on driving good customer outcomes.
• An ability to spot trends.
• Basic Excel knowledge would also be advantageous.

Benefits

• Competitive benchmarked salary.
• 25 days holiday.
• Discretionary bonus scheme.
• Employee assistance programme.
• Annual holiday buy (up to 3 extra days).
• Salary sacrifice benefits.
• Annual benefits reviews.
• The option for professional qualifications and study support.