Customer Assurance Executive

Customer Assurance is a department within Admiral which supports our customers when they make a complaint.  In the last three years Customer Assurance has won four Welsh Contact Centre Awards for the service we deliver to our customers, customers are truly at the heart of everything we do!

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.  

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
• Liaise with other areas of the business where needed
• Decision making regarding a resolution for the customer
• Provide customers who have complained 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 meet targets set, while ensuring we deliver fair outcomes to our customers

Nice to have, not essential:

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

Salary, Benefits and Work-Life Balance

We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package in more detail. Along with the starting salary of £19,600 per annum, we offer incentive to our executives who earn on average £3,700 per year. This means with your yearly wage, incentive and free £3,600 shares per year, on average you would be earning £26,900.

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 why we're consistently voted one of the Sunday Times’ Best Big Companies to work for in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

You can also view some of our other key benefits here; https://admiraljobs.co.uk/employee-benefits/.

If you think this role is for you and would like to be considered for this opportunity, please click “apply now” to complete an online application form.