Customer Relations Assistant
- Employer
- esure
- Location
- Glasgow City Centre, UK
- Salary
- Competitive
- Closing date
- Sep 24, 2019
View more
- Job Role
- Accounts Assistant
- Sector
- Finance
- Contract Type
- Permanent
- Hours
- Full Time
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esure is one of the UK's leading providers of Motor, Home and Travel Insurance products, through the esure and Sheila's' Wheels brands. We employ over 2000 people across our three sites and provide insurance cover for over 2.4 million people. Our largest office is based in Glasgow City Centre and has a fantastic atmosphere with all the facilities you would expect in an office with 1000 staff, including both a subsidised canteen and local car parking facilities. Role We have an opportunity for a Customer Relations Assistant to join our Customer Relations department, based in our Glasgow office. This is a 12 month contract, covering maternity leave. The successful candidate will ensure all complaints that touch the business, within Customer Relations and other business areas are recorded, acknowledged and allocated within the mandatory timescales and complaint category definitions, as laid out by the FCA. Responsibilities include: Accurately log all complaints, including valuation disputes, each day on the complaints register and setting up a complaint file in our shared drive. Categorise complaints to ensure the appropriate complaint category is used so as to provide consistent and accurate record keeping to help identify trends. Effectively allocate work on a daily basis allowing for team movements. Ensure all complaints are acknowledged as soon as possible, or the same working day for CEO complaints. Monitor Summary Resolution Communication Mailbox - highlighting cases for allocation, replying to customer emails and issuing Summary Resolution communications when needed. Research and reply to complaints that can receive a standard template driven reply, i.e. Marketing complaints and responses to compliment letters. save FOS outcomes centrally and complete monthly update sheet Admin support to the Customer Relations team Assist with production of Data Subject Access Requests (DSAR's) as required Skills/Experience Educated to GCSE level with Maths and English grade C and above. Good organisational skills. Good spoken and written communication skills. Able to use initiative and able to work as part of a team. Ability to prioritise and work to deadlines. The jobholder will be PC literate with experience of Excel/Word/Outlook An awareness and knowledge of the FCA rules on complaint handling and the General Data Protection Regulations. Benefits 33 days annual leave (including bank holidays), rising with length of service Festive Bonus Up to 5% annual bonus, part of profit share scheme Refer a friend scheme, up to £1,000 Employee discounts on esure products Opportunities for career progression Contributory Pension Life Assurance Long Service Awards Employee Assistance Programme
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