Customer Appeals Expert

  • Location
    London, Greater London
  • Salary
    £36,720.00/Year
  • Category
    Banking & Financial Services - Client Services
  • Job type
    Permanent
  • Industry
    Banking and Financial Services
  • External Reference
    558

Customer Appeals Expert



Pontoon have an exciting opportunity for a Customer Appeals Expert to join a major client in London on a permanent basis.



Working hours: Monday - Friday 9.00am - 5.30pm



Location: Aldgate



Salary: £36,720 pa + company bonus



Job Description:


Pontoon has an exciting opportunity for a Customer Appeals Expert to join a prestigious financial services company. As a Customer Appeals Expert, you will be responding to appeals from customers who are dissatisfied with the decision on their claim, where further questions or queries have been raised or when new evidence is provided.


You will handle these appeals in an appropriate and timely manner with high levels of customer focus and empathy, whilst adhering to the rules and regulations of the scheme. You will provide qualitative feedback and help identify ways to reduce complaints and appeals by demonstrating an investigatory mind set, working collaboratively across the business, to investigate issues and communicate themes and learnings to improve the Customer Experience


Duties:



  • Case management of decision appeals, focusing on the right customer outcome whilst adhering to scheme regulations and rules and managing reputation and regulatory risk at all times.

  • Communicate your appeal decision clearly and with empathy, demonstrating excellent written and verbal communication skills at all times

  • Communicate and build relationships with partner colleagues to understand reasons for decisions and rejected initial appeals to ensure a consistent and fair decision is made.

  • Provide trends in appeals and identify areas of poor service, feeding these back into the scheme to improve future customer experience.

  • Consistently meet individual and team performance targets for quality and productivity.

  • Build strong relationships with internal colleagues across the scheme, using all available resources, to accurately resolve appeals.

  • Identify issues requiring legal input and consult with internal solicitors to resolve appeals to protect scheme reputation.

  • Provide constructive feedback to management and actively contribute in team meetings, sharing best practice with colleagues

  • Handle customer complaints when necessary.


It would be great to see candidates with:



  • Working knowledge of financial services

  • Excellent communication skills and strong customer focus

  • Strong case management skills desirable

  • Adaptable attitude and performance to meet ever changing scheme and customer requirements




Pontoon is part of the Adecco Group which is an equal opportunities employer. If you do not hear from one of our consultants within 7 days of applying for this role, please assume you have been unsuccessful in this instance. Your CV will be kept on file and you will be considered for future vacancies that match your skills.



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Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy

Please apply with your CV to: Samantha Walker