Customer Relations Executive

We have a new opportunity to join the Customer Relations team as a Customer Relations Executive to support the delivery of a responsive complaint handling service to customers and business partners.

This position will give you the opportunity to gain an understanding of all complaints handling activity conducted within ARAG UK noting and reporting findings and corrective actions through the appropriate channels. You can expect to manage a caseload of complaints from our customers, business partners and solicitors, ensuring that they are managed through a compliant complaint handling solution and framework.

The successful applicant will ensure that we have appropriate governance and escalation for complaints and adequately document information about the complaint throughout its lifecycle to enable the provision of clear and actionable MI to facilitate active complaint governance.

It is important to us that customer interaction is respectful and delivered on an individual basis and that the successful applicant is able to inspire trust in relationships within ARAG UK Group, external partners and solicitors to facilitate the resolution of complaints. As such, you’ll need to be able to demonstrate good communication skills and have the confidence to contribute to the company’s engagement with the Ombudsman Service and other relevant complaint dispute resolution services.

Whilst not essential, we’d be particularly interested to hear from applicants who have an understanding of Legal Service processes. This could therefore suit someone from a Legal Solutions or Legal Advice background. The following are additional requirements of the role:

• An inquisitorial and problem solving focus to provide independent and thorough investigations that deliver a fair customer outcome;
• Evidenced complaint handling expertise gained through experience of working within a customer facing environment;
• An understanding and ability to interpret and apply the FCA complaint handling rules;
• Dedication to providing a great customer experience by being a role model for the DAS Service Excellence framework and demonstrating this in your response to managing complaints; and
• The ability to balance quality of output with pace by managing time efficiently.

It is desirable but not essential if you have:

• CII qualifications
•  Experience of working with the Financial Ombudsman Service or Legal Ombudsman Service

 
If you think you would be a good match for this role and can demonstrate some transferable experience please apply, regardless of whether you meet all the criteria listed above.

ARAG UK has been helping businesses and individuals gain access to justice for over 40 years. It’s our founding principle to enable everybody, not just those who can afford it, to assert their legal rights.

Thousands of businesses and individuals defend or pursue legal action each year safe in the knowledge that ARAG are paying their legal bills. Our businesses include a legal expenses insurance company and a law firm with many opportunities in both areas.

We have always been aware that it’s the people that really make it happen; the quality of our people defines the quality of the company, the service we offer and the good outcomes for our customers, so we’re committed to creating a great place to work for our employees.

We believe it is an exciting time to join ARAG. You can expect an organisation that will challenge and develop you to progress your career.  

By giving you every opportunity to develop yourself professionally and personally, we also pride ourselves on having an open, inclusive and high energy culture that encourages a fun working environment and places our customers at the very heart of everything we do.

If you are keen to become part of our exciting future then we would love to hear from you. In addition to the very genuine development opportunities we provide we also offer a generous reward and benefits package.