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Customer Solutions Lead - Motor ClaimsSuncorp Group
Manage the investigation & response to Motor Claims back to business complaints Identify root cause of complaints and take remedial action to reduce complaint volumes Any location The Role You will manage the investigation and response to Motor Claims back to business complaints aligned to both business and customer requirements. You will Support in identifying the underlying root causes of the complaints and take remedial action to reduce complaint volumes, improve decision making and influence customer satisfaction whilst managing the business outcomes. This is a 6-month secondment role.
Key Responsibilities Review and action all back to business complaints (including Social Media), act as a point of escalation for Customer Relations & ECR referrals on escalated disputes and action relevant FOS determinations for Motor Claims Manage complex Motor Claims complaints; complete full review of the issue, make prompt and accurate decisions with respect to customer complaints and co-ordinate activities to resolve Execute delegated levels of authority to effectively resolve a complaint by evaluating the claim circumstances and applying discretion while balancing the needs of the business and the customer Ensure accurate recording and maintenance of complaint information in the relevant systems Contribute to increasing customer satisfaction and retention through overcoming objections, timely resolution of customer concerns and the building and maintaining of strong relationships with customers Ensure a focus on sustainable decision making to reduce complaint volume and bypass rates, and minimise the overturn on review in either the internal Customer Relations process or the external AFCA process Skills & Experience Strong knowledge and experience in Motor Claims Insurance business Proven experience in back to business complaints management If this role sounds like the challenge you have been looking for please apply online today. For more information please contact liam.saifsuncorp.