Complaints & Claims Co-Ordinator vacancy in Longstanton - Cambridge (260ww)

Role - Complaints & Claims Co-Ordinator (260ww) - Location – Longstanton - Salary Competitive

Our Client provides strategic knowledge and project management and delivery solutions needed to help our business partners successfully grow their infrastructure footprints across Telecoms, Utilities, Highways and Civil Engineering infrastructure sectors.
Working predominately in the public sector and blue-chip private markets, with an increasing involvement into private and developing markets including residential, education and commercial development.

Our Client is looking to employ a Complaints & Claims Co-Ordinator to join their fast-growing team.

You will be the first point of contact for all customer complaints & external claims.
Part of your role will be to monitor the progress of complaints & claims, including liaison with internal departments & external parties to ensure that the complaint is dealt with effectively & efficiently.
You will be responsible for monthly reports & providing any accrual reporting to the Finance Department to ensure all costs are captured to alleviate impact to our margins, as well as providing monthly updates of complaints / claims to our Senior Leadership Team
This job description attempts to cover the main duties and responsibilities of the post it is not exhaustive. The successful candidate is therefore expected to undertake any other reasonable duties within the capabilities and scope of the post as specified by their line manager. In such circumstances appropriate training will be provided.

Reporting To: Operational Support Team Co-Ordinator
Department: Shared Services

Key Accountabilities

• Identify opportunities to improve our complaint handling process to ensure customer satisfaction.
• Assist with internal and external monthly reports.
• Attendance at complaint audits as and when required.
• Responsible for keeping the Claims inbox up to date and ensuring that all complaints are logged on our designated database in a timely manner.
• Ensure that complaints are responded to in a timely manner by thorough monitoring of the
• Claims Database
• To ensure that all data entry and administrative work is carried out accurately and in a timely manner.
• Work with colleagues & various departments to ensure all evidence is acquired in a timely manner.
• Respond to complaints to ensure handling processes are clear and adhered to
• Ensure claims/complaints are dealt with and closed within a timely manner.
• Root cause analysis to be carried out on a weekly / monthly basis for all claims, with actions in place to stop reoccurrence & interlinking with all departments for the best outcome.
• First port of call for customer complaints as they arise.
• Dealing with members of the public










Key Skills #BeExcellent

• Excellent communication skills and customer awareness with the ability to respond with empathy.
• The ability to work under pressure and meet deadlines.
• Experience of dealing with customer complaints.
• Self-organisation and prioritisation are a critical aspect of the role to meet deadlines.
• Works co-operatively openly exchanging information and supporting colleagues to achieve business goals.
• Puts energy & commitment into completing work to the best of ability.
• Negotiation and influence skills with the resilience and ability to influence others.
• Stakeholder management and relationship building is key.
• Confident to challenge decisions if you feel it is necessary.
• Self-motivated and able to work autonomously.
• Proactive approach to resolving problems taking an impartial approach to deadlines and requirements.
• IT skills, competent with the use of internet, email and Microsoft, Adobe (Word, Excel, Outlook) are a must.
• Keen eye for detail
• Demonstrate a confidence to take ownership and responsibility for making your own decisions is critical.

Core Behavioural Competencies

• Team Player
• Effective Communication
• Planning & Organising
• Time Management
• Attention to detail.
• Strong knowledge of GDPR

Professional Qualifications/Training/Requirements

• Previous experience with dealing with complaints is advantageous.
• Strong knowledge of GDPR essential

Looking to take your career to the next level?
Interested applicants should submit their CV and Cover Letter to [email protected] Or apply on www.ex-mil.co.uk or contact me on 0333202 6500 Option 2 or 07488241572