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Complaints Advisor

Cardiff

  1. Full time

About the job

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This vacancy has now expired. Please see similar roles below...

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We put the customer at the heart of everything we do. Ensuring we do the right thing for our customers in their time of need is extremely important to us.

If you share our passion for service and quality and want to play an active role in shaping process and procedures across Claims, we want to hear from you.

We are passionate about truly listening to our customers and recognising when we can improve the customer journey. Change like this doesn’t happen unless we discuss new ideas and challenge things that could be better.

Claims Complaints is a great place to build your career, develop technically and gain responsibility through experience, experience being vital to the success of the team and protecting Claims Complaints, our customer, and the business’ reputation.

Responsibilities of a Claims Complaint Executive position:

  • At a broad level, prime responsibilities centre around correctly understanding, investigating, and fairly resolving customer complaints regarding their claim.
  • Listening is key, as is keeping it simple and ensuring you build the customer confidence by solving their problems quickly and efficiently. Influence and own the issue to ensure successful resolution whilst adhering to regulatory guidelines.
  • Be empowered and trusted to take responsibility, making decisions, and using judgement to deliver a fair outcome.
  • Review and suggest ideas on how to prevent the issues occurring again by recognising the root cause and recommending change.
  • Help support the wider Claims area by adhering to our regulatory rulings and building confidence in complaint handling.
  • Build a good working relationship with the FOS and ensure we take relevant guidance from their decisions.
  • Always deliver superior customer service.

Experience:

  • A proven track record of delivering excellent customer service.
  • Knowledge and understanding of Motor and/or Household Claims as well as Complaint process and procedures is preferable, although not essential as full training is provided.

Essential Skills:                                                                            

  • Ability to put yourself in the customers shoes and communicate decisions with confidence and empathy by telephone and in writing.
  • Strong attention to detail.
  • Able to identify key complaint root causes and work with the wider business to influence reduction in complaint volumes.
  • Deliver excellent customer service and be driven to do the right thing for our customers. Be passionate in putting things right when they have gone wrong.
  • Have the ability to consider alternative means of resolution.

Salary, Benefits and Work-Life Balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK. 

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

  1. Full time
  2. Claims

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Cardiff

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Our Benefits

Admiral employees work hard to keep us at the top of our industry, and are rewarded for it—with competitive pay, a share package, career growth and development opportunities and some other great benefits, too!

People who like what they do, do it better.

Be You

Financial & Mortgage Advice

Financial & Mortgage
Advice

Ecare

24-Hour
Ecare

Cycle to Work Scheme

Cycle to Work
Scheme

Annual Holiday Allowance

Annual Holiday
Allowance

Flexible Working

Flexible
Working

Simply Health

Simply
Health

Private Health Cover

Private Health
Cover

Critical Illness Cover

Critical Illness
Cover

Grow & Progress

Learning and Development

Learning and
Development

Educational Sponsorship

Educational
Sponsorship

Accredited Qualifications ILM

Accredited
Qualifications ILM

iLearn

iLearn
Online Learning

Buy a Book Scheme

Buy a Book
Scheme

Developmental Coaching

Developmental
Coaching

Port of Calls

Port of
Calls

Internal Mobility

Internal
Mobility

Make a Difference

Groups & Societies

Groups and
Societies

Socials & Team Days Out

Socials and Team
Days Out

Multi Faith / Quiet Rooms

Multi Faith / Quiet
Rooms

Admiral Community Fund

Admiral Community
Fund

Give as You Earn

Give as You
Earn

Awards & Star Lunches

Awards and Star
Lunches

Corporate Social Responsibility

Corporate Social
Responsibility

Impact Hours

Impact
Hours

Share In Our Future

Share Schemes

Share
Schemes

Refer a Friend Bonus

Refer a Friend
Bonus

Colleague and Family Discount

Colleague and Family
Insurance Discount

Group Life Assurance

Group Life
Assurance

Pension

Pension
Scheme

Life Event Loan

Life Event
Loan

Tickets to Sponsored Events

Tickets to Sponsored
Events

Tusker

Tusker Salary
Sacrifice

Click here to download our full benefits brochure