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Sector | Customer service

Vacancy Type | Full time

Job Type | Permanent

Location | Wirral

DRS Account Handler x 2

Ref: FS48

Salary: up to £25,000 per annum

Duties include:

Our client is a successful insurance business, looking to recruit 2 Dispute Resolution Handlers to join their business. This is a full time office based role, however our client do allow for some home working as part of their flexible working agreement. Salary is competitive up to £25K per annum depending on experience, and our client offers a great benefits package.

Job Purpose
To provide a professional, clear and effective conciliation facility within the Dispute Resolution function. Ensuring that the most effective systems and processes are followed at all times whilst providing a high level of Customer Service and communication, operating strictly within FCA regulations and guidelines.

Overview of Responsibilities
 To deliver the best possible customer service when dealing with internal and external customers.
 To manage own caseload of dispute cases by regularly communicating with Policyholders, Developers and Builders by telephone and email, ensuring that lines of communication are kept open between all parties to resolve cases effectively.
 Investigate disputes producing time lines of facts and suggest solutions in line with FCA/Insurer regulations, internal processes and the Warranty Policy documents.
 To ensure that the cases are resolved in line with our Policy Documents by gathering pertinent information to provide tailored responses and decisions of various complexities.
 Responding to enquiries via telephone, email and written correspondence within Key Performance Indicators.
 Ensuring that relevant information is captured on various systems within Service Level Agreements.
 Referring and liaising with the Dispute Resolution Service Technical Advisor and the Technical Services Department when technical guidance is required.
 To identify to the DRS Team Leader and DRS Operations Manager of any complex, contentious or litigious issues at the earliest opportunity.
 To continually look for ways to improve processes to ensure a clear and effective conciliation service.
 To undertake any other duties as reasonably required
Experience / Skills
 Excellent knowledge, understanding and experience of Customer Services.
 Good verbal and written Communication skills.
 High level of interpersonal skills, with an ability to deal with people at all levels.
 Highly motivated and well organised, displaying a positive mind-set.
 Demonstrable ability to use own initiative and flexible in personal approach.
 Good planning and organisational skills.
 Must be confident in working both independently and as part of a team.

If you feel you have the skills and experience for this role and are interested, please forward a copy of your CV to
If you haven’t heard from us within 1 week, please assume your application has been unsuccessful.

Job Requirements

Experienced Needed

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