Customer Relations Advisor

Our ARAG Customer Relations team manage the delivery of a professional and responsive complaint handling service for our customers and business partners. We are now looking for a Customer Relations Advisor in our Bristol office, to help support this team and ensure that we keep our customers and excellent customer outcomes at the heart of everything we do.

In this role you’ll be the very first point of contact for internal and external parties (customers, business partners, solicitors, Financial Ombudsman Service etc.) and be responsible for quickly identifying, allocating and escalating customer complaints.

You’ll manage these complaint enquiries via multiple channels, including our main telephone helpline, e-mails and our website and triage them appropriately, whilst meeting regulatory requirements. You’ll also ensure critical telephone cover during team meetings, events, training courses etc.

Other key responsibilities will include:

• Contributing to the delivery of our Customer Experience & Insight strategy by monitoring, engaging with and responding to any negative customer reviews on Trustpilot, Google Reviews etc.
• Managing the complaint handling element of any Data Subject Access Requests (DSARs).
• Allocating any escalated complaints to the team’s Customer Relations Executives.
• Reviewing and regularly reporting on the complaint’s environment, key themes and emerging issues, and the status of Financial Ombudsman Service referrals via team meetings.

Your new role forms part of our “Centre of Excellence” for complaint handling, i.e. leading by example and providing a quality service for internal and external customers, through quality verbal and written communication and adherence to our company service standards. As a result, you’ll ensure that all customer interaction is professional, respectful and delivered on an individual basis, whilst being mindful of vulnerable customers and recognising their additional support needs and making any reasonable adjustments to assist them if necessary. 

This is a part-time role (hybrid working), 21 hours per week covering 5 days a week (Mon – Fri) i.e. school hours.

You’ll have previous customer service and administration experience in a fast paced, corporate environment (preferably Financial Services or similar) and some previous customer complaint handling knowledge. You’ll also be a highly effective communicator (both written and verbal) with an exceptional telephone manner and you’ll have an inquisitorial and problem-solving focus, to deliver a seamless journey for new customer complaints.

With your dedication to providing a great customer experience you’ll also have the ability to balance quality of output with pace, by managing your time efficiently.  In addition, you’ll be highly organised with the ability to multitask, and you’ll demonstrate resilience and empathy when dealing with any irate customers.

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.