Customer Service Senior Representative

Do you have a passion for resolving concerns for customers?  Do you want to be engaged in continually improving our customers’ journey to deliver a 5 star experience?  Then we’re looking for you to join our global, dynamic team.

As a Complaint Handlers, you will responsible for investigating complaints and using the insights gained from your analysis to drive improvements in our business.  With an empathetic nature, you will take ownership of the customer’s concerns to ensure these are fully resolved in line with regulatory requirements.  You will work collaboratively as a team as well as partner with our key stakeholders to share insights and suggest improvements.

What you’ll do:

• Accurately log and acknowledge complaints within agreed timelines
• Take ownership of complaint investigations to identify the root cause
• Support your colleagues on complaints and other defined tasks to achieve internal and external targets
• Conduct detailed, thorough and qualitative root cause analysis to provide meaningful insights, leading to corrective actions and process improvements
• Maximise insights gained on the member journey from customer outreaches performed, with a view to learning from and improving customer experience
• Partner and work collaboratively with relevant departments and key stakeholders to achieve quick and accurate resolution
• Highlight key trends to management along with suggested improvement opportunities, sharing best practices to align our processes effectively
• Support customers to make sure their concerns are addressed and resolved effectively
• Take shared accountability of volumes and turn-around times, working with colleagues to ensure complaints are acknowledged and addressed within regulatory timelines, highlighting any concerns to management immediately
• Build effective relations with  internal departments to ensure all resources are utilised to the benefit of the customer and aid timely responses
• Carry out any ad-hoc tasks as required to meet the business needs

What you’ll bring:

• Experience of working within the financial services/insurance sectors
• Proven track record of delivering high quality customer service
• Excellent communication skills
• Proficient in Microsoft Office
• Inquisitive nature with a desire to identify root causes and resolve customer concerns
• Passion about taking ownership of the customer experience and enhance it at every opportunity
• Excellent communication and organisational skills with ability to prioritise and re-organise workload at short notice, balancing various tasks at once while achieving deadlines
• Ability to assertively engage with internal and external customers at all levels
• Target orientated, meeting timelines and deliverables
• Ability to work efficiently with both speed and accuracy when performing tasks
• Customer centricity with the ability to be diplomatic and empathetic, while following processes and guidelines
• Motivation, resilience and excellent team working skills
• Strong analytical and problem solving skills
• Ability to identify areas of improvement across the business, with a view to assist in creating and implementing solutions
• Confidence to constructively challenge decisions if necessary
• Ability to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues
• Confidence to manage conflict and find workable solutions
• Ability to work under own initiative and be proactive in recommending and implementing process improvements
• Demonstrable knowledge of FCA complaint handling, although not essential as training will be provided

Why join our team?

• You’ll be part of a truly global team with a wide range of experience and knowledge
• You’ll be warmly welcomed and be supported from your induction, throughout your journey with us
• Continued attractive benefits package
• You’ll have a great sense of achievement by resolving customer concerns, making a difference to their lives and improving the customer experience
• You’ll receive training on regulatory guidelines and complaint handling processes
• You’ll have the opportunity to further develop your skills and business knowledge

About The Cigna Group