ABOUT US:

Join our dynamic team at Castelan, an industry-leading National furniture care business located in Weston-Super-Mare. We provide exceptional customer services and repair solutions for furniture insurance, commercial services, and the furniture retailer market. Our convenient location, just five minutes from the town centre, offers easy access by car, bus, bicycle, or on foot.

EXPERIENCE AND TECHNICAL SKILLS REQUIRED

• An excellent working knowledge of Microsoft software applications (Word, Excel) and Company databases.
• The ability to communicate clearly and accurately whether in written or verbal form.
• Ability to empathise with customers.
• Willingness to learn to negotiate outcomes with insurers, Financial Ombudsman Service and customers which are beneficial to all and embrace all elements of Consumer Duty.
• Proven record of problem solving and bringing about resolutions or improvements to either our customers or the Company

ROLE PURPOSE

Reporting into the Customer Care manager, your role is to ensure that customers, colleagues and clients receive a professional, courteous and FCA compliant response to their complaints in accordance with Castelan and insurer requirements. Working closely with all departments you’ll respond to customer complaints, client enquiries about complaints, contacts from insurers and the Financial Ombudsman Service. You’ll also provide feedback to colleagues on back of complaint reviews and will assist the ACIT team with training and developing claim philosophies. You’ll use hourly reports to ensure that complaints are dealt with in the regulatory timescales and provide advice to colleagues about complaints.

PRIMARY RESPONSIBILITIES

• To have a comprehensive knowledge of retail and insurance customer service.
• To respond to first year and warranty customer complaints in accordance with Castelan Complaint Procedures and any regulatory requirements.
• To have a comprehensive knowledge of the Financial Conduct Authority (FCA) requirements relating to complaints handling and to confidently act as a reference point for colleagues
• To act as a direct office-based contact for specific clients to resolve disputes and answer technical queries.
• To communicate with customers - letter, telephone, email and fax.
• To respond to customer complaints, by use of letter and telephone, and to develop new letter templates on a continuous improvement basis.
• To collate management information relating to complaints received and resolved.
• To fully understand the terms, conditions and exceptions of each type of warranty/service provided by the Company and to confidently impart this to customers and colleagues.
• To lead project work to help develop and shape the general business.
• To undertake any other tasks as reasonably requested by the management team.
• To sort post and identify complaints, to log and acknowledge complaints.
• To maintain underwriter procedure in relation to specific complaints.
• To assist the ACIT team with training and new processes.