Customer Care Coordinator

  • United Kingdom - Woodgate & Clark UK

Website Woodgate & Clark UK

About us

Woodgate & Clark strives to provide an exceptional level of customer service and recognizes the importance of reputation. As an expanding forward-facing business, Woodgate & Clark have dedicated personnel whose role is to enhance the client / customer relationship.

What’s on offer?

Reporting directly to the Head of Quality Assurance, the successful applicant will be responsible for recording client management information data onto our claims portal which will include updating the claim status.  You will also make Quality Calls to household clients, with a view to promoting claim proactivity and detecting and averting any potential issues / complaints.  Telephony and quality assurance audits will also form part of the role together with associated Consumer Duty administration tasks.

This is a full time role, 37.5 hours per week, Monday to Friday. Hybrid arrangements are 2 days office based, 3 days working from home. Rotating shift patterns are either 08:30 to 5:00 or 09:00 to 17:30

Who were looking for

Experience in a customer facing environment along with an understanding of Consumer Duty and Customer Satisfaction analysis are key for this new role. Using your excellent investigatory and well-developed interpersonal skills, you will record all activities around the Management Information and Quality Calls, reporting any identified negative issues to the claim owner or their technical assistance as well as providing advice on resolution.

Personal development is key for us, and our culture is to support all our employees with the appropriate level of support, through guidance and mentoring, to fulfil and excel in their role to the and drive their career progression.

Waht you’ll be doing

  • Recording milestone data on our claims portal to capture management information for our clients
  • Undertake analysis of exception reports ensuring that all key client data is recorded
  • Carrying out Customer Care cs in accordance with system prompts
  • Recording detailed notes and satisfaction analysis pertaining to the call
  • Ensuring any issues are raised with the case handler or their claim technician and guidance provided on any resolution
  • To provide regular updates to the Technical Team Leader for inclusion in management meetings
  • Carry out telephone and quality assurance audits in line with standard benchmarks, analysing the results and reporting back to the business, offering recommendations for best practice
  • Actively seek to learn and keep up to date with Consumer Duty principles and rules, providing feedback to management
  • Understand the business unit operations
  • Assist with Quality Assurance and Consumer Duty projects to improve business operations, including satisfaction survey analysis and feedback
  • Assist in reviewing, maintaining and updating quality assurance compliance records
  • Produce detailed ongoing data to link into continuous improvement
  • Answer customer queries via chat facility (this task is potentially to be introduced in the future)
  • Assist the Head of Quality Assurance with ad-hoc tasks as required
  • In the event of surge, or as required by the business, you may be seconded to help other areas of the business

About you

  • Previous experience in an insurance claims handling role or similar remit
  • Customer and Quality focused – providing a best-in-class service to both internal and external customers
  • Excellent time management and prioritisation skills
  • Enjoy detailed work, regularly reviewing imputed client and customer data to ensure accuracy and amending any errors
  • Able to co-ordinate a variety of actions concurrently
  • Team focused – working with colleagues throughout the business
  • Responding to daily workloads as dictated by customer requirements and your line manager
  • Meeting and exceeding KPI’s
  • Manage and respond to complaints and compliments

​​​​​​In return we offer

  • A competitive base salary based on your level of experience & qualifications
  • Contributory Company Pension
  • Life assurance x 4 annual basic salary
  • 25 days holiday with purchase/buy back scheme
  • 2 x CSR volunteer days
  • Employee assistance programme to support your well-being, including 24/7 private GP access
  • Various discounts on lifestyle benefits, such as retail and homewares, via our ‘AdvoPerks’ scheme
  • An inclusive and people centric place to work, a comfortable and professional working environment and plenty of support to develop your career

Woodgate & Clark operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, age, politic opinions, or trade union membership.

Woodgate & Clark uses a third party to undertake a number of checks.  Any offer of employment made by Woodgate & Clark would be conditional upon receiving a satisfactory reference, identity document(s), basic DBS certificate and basic credit check.