Job: Customer Relations Officer

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  • Title Customer Relations Officer
    Categories Latest Jobs in Gibraltar
    Salary DOE
    Location Gibraltar
    Job Information

    Our client, a leading provider of Insurance products, are currently recruiting for the position of Customer Relations Officer. 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 of all complaints MI and identify areas for improvement
    • 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
    Apply Now