Customer Relations Executive
Wyldecrest Parks
Wyldecrest House, London Road
11d ago

To lead the main complaint handling operation, this involves working closely with our customers and with the wider business such as Compliance, Operations, and Sales ensuring that the complaints operation runs smoothly (to regulatory standards).

The post holder will act as an escalation point for decisions and customer calls where necessary.

  • Manage a portfolio of new and existing clients
  • Address client concerns promptly and professionally
  • Deliver operational change and new procedures associated with the introduction of a complaints management system
  • Ensure that an excellent level of customer service is delivered and KPI’s, quality targets and regulatory standards are consistently achieved
  • Identify areas requiring focus and ensure the teams are working collaboratively
  • Manage complaints that are escalated through the teams
  • Drive identification of improvement and efficiency opportunities, and take forward as required to secure delivery
  • Leverages client feedback to identify opportunities that enhance the customer experience
  • Analyse problematic situations and occurrences and provides solutions that balance policy and client satisfaction
  • Interfaces with clients to answer questions, resolve problems and recommend corrective actions where needed to rectify an escalated situation
  • Identify and present solutions on opportunities for service and process improvements
  • Provide client support and handle client communications effectively
  • Maintain up to date knowledge about the company’s products
  • Experience

  • Proven experience in client relations
  • Knowledge & Skills

  • Good problem-solving skills
  • Strong interpersonal skills
  • Problem-solving skills
  • Exceptional organisational skills
  • Personal Attributes

  • Ability to build good relationships
  • A customer orientated attitude
  • Ability to prioritise workload
  • A proactive ability to work on an individual and team basis
  • To apply, please forward your CV with covering letter to our HR Team at

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