Customer Assurance Complaint Executive

About the role

Customer Assurance is a department within Admiral which supports our customers when they make a complaint. Customers are at the heart of what we do, and the service which we provide is very important to us.

Who is a Customer Assurance Executive? A ‘can do’ person who enjoys speaking to customers, finding the root cause of a complaint and to helps achieve a fair customer outcome in a timely manner. 

We are looking for someone highly motivated who can manage their own workload effectively and is not afraid of a challenge.  Each day is different; you will deal with a wide variety of complaints including specialist areas such as Telematics and Household policies with full training provided.
 

Key Responsibilities:

• Understand and investigate customer complaints
• Decision making regarding a resolution for the customer
• Provide customers who have complained with a fair outcome
• Communicate with customers either by phone or in writing
• To resolve complaints in a timely manner
• Handling and recording complaints correctly in line with appropriate regulations

Key Skills:

• To be able to communicate well both verbally and in writing
• To have an excellent eye for detail and proofreading
• Customer focused
• To be able to independently organise, prioritise and manage workload
• Have an open mind and problem-solving skills to complete an appropriate investigation and make a balanced and fair decision
• To be able to identify where service can be improved and to pro-actively suggest solutions
• Strives to deliver on performance targets

Nice to have, not essential:

• Experience in complaint handling or resolving disputes
• Customer service skills verbal or written
• Good Microsoft office skills

About Admiral

At Admiral, we really believe that people who like what they do, do it better and that happy staff deliver great service, which is important as the customer is always at the heart of everything we do. Join us and over 10,000 employees’ globally in one of our challenging and rewarding departments.

We truly care about our customers, and we are very proud of the level of service we provide. By recruiting people like you who are customer focused and love to help others, we can continue to provide a great service and ensure an excellent experience for our customers. In a year which saw Admiral hit record profits we decided to give back to our customers, issuing over 110 million pounds back to our Admiral Group policy holders and helping the local community.

Our people are important to us, and whatever job you do, we will support you to succeed as best we can.