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Customer Complaints Executives - Hybrid working - 40... - job post

CET Careers
27 reviews
Walsall WS1Hybrid remote
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Job details

Here’s how the job details align with your profile.

Job type

  • Full-time

Shift and schedule

  • Monday to Friday

We are currently recruiting for Customer Complaint Agents to join our busy Customer Relations Team based out of our Walsall site (CET, East Building, Cable Drive, Walsall, WS2 7BN)

Working for CET is many things – exciting, challenging, rewarding, occasionally frustrating, - but it’s never dull. You’ll work with a diverse mix of people in a buzzing atmosphere and be part of a welcoming, inclusive community.

If you want to work in a lively, fun environment and you’ve got the skills we’re after, you know what to do, apply now!

Essential - You MUST HAVE at least 2 years complaint management experience in a regulatory complaints environment to be considered for this role.

Annual Salary

Offering a competitive salary which will be dependant upon experience with eligibility to participate in a discretionary annual bonus scheme together with an excellent benefits package.

Start date - Monday 19 February 2024

Mandatory Training Period (3 weeks)

You will be required to attend a mandatory full-time training period for 3 weeks upon joining which will all be undertaken virtually via MS Teams.

This training is critical to your success in the role of a Customer Relations Executive as such the Company reserve the right to terminate your employment if you fail to fully attend any of these important sessions.

Training will be undertaken for 40 hours per week as follows;

Weeks 1,2 and 3 – Monday to Friday - 9.30 am to 6.00 pm with a 30- minute unpaid lunch break and two 15-minute paid breaks each day.

Hybrid Working Pattern (40 hours per week) - following the mandatory training period;

Tuesday - Saturday


Monday - Friday

One of these shift patterns will be assigned to you.

Location//Base - Hybrid working

You will be based from our Walsall office but will work in a hybrid way, typically 3 days in the office and 2 days from home (office days will be Tuesday, Wednesday and Thursday - 8.30 am to 5.00 pm each day with a 30 minute unpaid lunch break - with all other days to be worked from home)

Holiday Entitlement:

20 days plus 8 Bank holidays plus 1 service day after 12 months' continuous service, up to 5 days maximum.

About us

We are not a sales focused environment we are completely focused on the customer journey. We deal with customers that are experiencing a home emergency on behalf of well-known insurers.

Working within a fast-paced environment, you will be dealing with a variety of customer complaints in a home-working environment and be responsible for the customer's end-to-end journey throughout the complaint handling process.

Essential Skills

To be a brilliant Customer Relations Executive you should be able to;

  • Evidence of working in a complaints role, managing complex complaints
  • Demonstrate investigation skills and knowledge of complaints process
  • Stakeholder management
  • Preferred experience in Home Emergency or Insurance Environment
  • Decision making and problem solving
  • Good time management skills
  • Prioritisation skills
  • Negotiation and influencing skills
  • Excellent telephone manner
  • Excellent communication skills both written and verbal
  • Able to work under pressure and to meet deadlines
  • Must be able to "hit the ground running"

Role and Responsibilities:

Day to day management of customer complaints in a Home Emergency environment.

Main Responsibilities

  • To complete detailed investigations working with stakeholders to gather information to make decisions to resolve complaints
  • To work delegated complaints including sending regulatory letters in a timely manner
  • To work non-delegated complaints liaising with the customers, clients and network managers
  • To manage CEO, escalated and social media complaints in a timely manner through to resolution and manage stakeholders accordingly
  • Ensure all customers are kept informed throughout the process and regulatory requirements are met
  • To create accurate records ensuring all elements of the complaints are logged.
  • To keep the customer updated at every stage of the complaint journey and to use empathy and understanding of their circumstances
  • To be a champion of excellent customer service, be that directed at client, customer or supplier
  • To deal with incoming emails and telephone calls from suppliers, customers and clients in an accurate and timely manner
  • To maintain a strong knowledge of the client specific procedures and policies
  • To fully embrace “Treating Customers Fairly” and conduct business in a manner which conforms to this
  • To maintain the accuracy of the CRM system
  • Liaise effectively with all departments to identify and investigate the complaint
  • Liaise effectively with clients and network managers to ensure effective resolution of complaints
  • To work pro-actively providing feedback where internal policies and procedures are not being adhered to
  • To work to agreed KPI’s, exceeding them where possible
  • To manage and prioritise own workloads, escalating where appropriate but making own decisions to resolve the complaints
  • To understand GDPR regulations and ensure that, at all times, the regulations are adhered to
  • To consistently comply with Health and Safety Regulations in all aspects of general duties
  • To maintain the accuracy of the CRM system
    To proactively seek to improve your own skills to the benefit of the company’s service through identification of training needs with your Manager

We all have different skills here at CET and that’s what makes us stand out. We all take pride in a job well done and share the belief that an inclusive culture is key to our success and vision for the future

CET is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees. We actively encourage applicants from all protected characteristics and commit to providing any reasonable adjustments or flexible working options required during the application and assessment process, and upon joining us.
If you need adjustments a member of our team will call you to discuss how we can support you.

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