Customer Relations Officer

Our client, a leading provider of Insurance products, are currently recruiting for the position of Customer Relations Officer due to expansion. You will be part of an exciting organisation that offer career/personal development and a competitive salary and working environment.

The role:

  • Ensure all customer complaints are investigated, efficiently handled and resolved appropriately and within regulatory timescales and service level agreements
  • Work closely with the Customer Service and Claims team
  • Liaise with the Financial Ombudsman Service where applicable
  • Perform meaningful root cause analysis (RCA) of all complaints MI and identify areas for improvement
  • Use the outcomes of the RCA to create and deliver training and skills updates
  • Develop and review complaint handling procedures
  • Accurately record, update and amend complaint details for reporting purposes
  • Maintain company standards and procedures regarding any customer complaints
  • Provide management information and ad hoc reports to Senior Management and Stakeholders
  • Undertake regular quality audits of claim files and calls

Key Skills:

  • Excellent communication and customer service skills, both verbal and written
  • Accountable for the accuracy and completeness of your work, remaining calm under pressure, making informed and reasonable decisions
  • Excellent complaint handling and communication skills and actively seek to improve working practices and customer service
  • Knowledge of Insurance or financial products
  • Previous complaint handling experience
  • Draft and communicate policies, procedures and minimum standards
  • Enthusiasm and a willingness to develop new solutions and ways of working
  • Take responsibility for your own learning and development
  • Good knowledge of Conduct risks and Treating Customers Fairly outcomes
  • Excellent PC skills including Microsoft Word and Excel


  • Professional qualification in Financial Services or Insurance preferable.
Job Category: Latest jobs in Gibraltar
Job Type: Full Time
Job Location: Gibraltar
Salary: DOE

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