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• Skelmersdale
• Posted 12th Jan 2012
• 
• Posted by: ACS Recruitment Consultants Ltd
• Salary: 12000-13000 Per Annum
• Job Type: Permanent
• Address: Liverpool
  
• Reference: sdfaza
• This job has been viewed 160 times since it was posted.

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Job Description

-Customer Experience Analyst- The salary range is GBP12 - 13K dependant on experience

• Operating hours - 37.5 hours per week between the hours of 8am - 7pm on a rota basis. (Monday to Friday) Southport

Job purpose:

To work as part of a team, primarily making outbound calls to clients ensuring that constantly and consistently exceeds the clients expectations. To enhance customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints) and enhancing the company`s ability to improve its product and customer service journey. To deliver comprehensive monitoring and tracking of customer claims and ensuring high levels of satisfaction throughout the entire claims process.

Key responsibilities and accountabilities:

• To ensure robust and accurate monitoring and tracking of the end to end customer journey across all areas of the business.

• To provide clients with an excellent, professional service ensuring high standards are met at all times.

• Ensure clients are being kept up-to-date throughout their ongoing motor claim.

• Manage external providers, ensuring they are offering a claims service to clients, to ensure that clients are happy with services being provided and that clients are also being treated fairly in accordance with quality controls.

• Ensure all complaints are registered and monitored in accordance with the Financial Ombudsman Services procedures and protocols.

• Undertake procedural safety checks to ensure client safety whilst riding a hire vehicle.

• Maintain an effective and accurate diary system in accordance with company procedures to ensure client expectations are maintained and claims are dealt with proactively and efficiently. Skills and Experience:

• Excellent customer service skills

• Excellent communicator

• Natural problem solver

• Highly motivated with a passion to succeed

• Must be a positive person

• Must have had experience in dealing with client enquiries via telephone.

All Applicants will be reviewed within the next working day and successful applicants will be acknowledged within 2 working days.

ACS Recruitment Consultants Ltd was established in 1983. We are the market leader within Legal Recruitment and we specialise in the placement of Qualified Solicitors, Legal Executives, Paralegals, Legal Secretaries and Support Staff at all levels.