Customer Experience Complaint Investigator

Job Location	Marshfield Bank
Education	Not Mentioned
Salary	Salary negotiable
Industry	Not Mentioned
Functional Area	Not Mentioned
Job Type	Permanent, full-time

Job Description

Kindertons Accident Management, part of the ExamWorks family, is looking to recruit a Customer Experience Complaints Investigator.This team is an important part of our business, keeping our customers happy and complaints investigated and resolved satisfactorily for all parties.In a nutshell, Customer Experience is the team that our Customers and Clients chat to when they have got an issue with a claim that our Claims Teams are unable to resolve. It is a very specialist team with great responsibility. They hold key relationships with work providers and collaborate with the Issues & Problems Network (I&P) to assist with the prevention of an issue becoming a complaint.The team are investigative, empathetic, impartial and look to seek the best outcome for all. They leave no stone unturned when it comes to looking for the information and facts that we need to be able to resolve a problem or complaint effectively.Since becoming FCA regulated the team are responsible for making sure we are complaints compliant every step of the way.The team is made up of different personalities, but all work well together, complimenting each other’s strengths. Some may believe that the team are on the phone with irate customers all day long – that is simply not the case. Each handler has their own files to work on and once you have completed the script with the customer a lot of what you do before coming to a resolution is background ‘digging’, ascertaining those all important facts and you may need the help of others, internally and externally to do that.To be part of the team, you need to be nosey, like a dog with a bone when it comes to seeing things through to the end, you need to be resilient – some people can be very frustrated with the process, patience is key and you must be a great listener to be sure to capture every last detail. You also need excellent Objection Handling skills. If you get a ‘buzz’ from solving a problem, then the job could be perfect for you.The team gives its members a great insight into the inner workings of an Accident Management Company, the successful colleague will become more than au fait with our responsibilities related to the FCA Regulations.We are happy to consider candidates who have no experience within our Industry but do have complaints investigation knowledge from a current or previous position. FCA knowledge is an absolute advantage.We offer a competitive salary (Dependant on experience)Company Pension Scheme,30 Days Annual Leave1000s of discounts on retail, utilities, dining out and entertainmentHome WorkingSubsidised on site kitchenFree Parking on site

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