Role Overview
The Customer Experience Executive responsibilities will include:
- Investigate feedback and evaluate evidence to determine a fair resolution for the customer and/or the client.
- Work within strict operating timescales and achieve excellent results against our key performance indicators (KPIs)to ensure that we are meeting our obligations.
- Converse with complainants, listen to calls, examine documents, and direct specialised subject matter - such as medical reports - to the relevant teams for evaluation and clinical feedback.
- Keep notes and systems up to date in line with best practice to ensure that the information is accurate, complete, and easily accessible when needed.
- Demonstrate empathy towards complainants and view situations from their perspective.
- Compare the customer's account with the available evidence to arrive at a fair resolution.
- If the company or our supply chain is at fault, select the appropriate course of action and provide the correct response.
- Gain a clear understanding of HCML's contractual obligations regarding Feedback handling and service delivery.
- Continuously learn and develop new skills to improve your performance and contribute to the growth of the company.
About the Role
Customer Experience Coordinator
Location: Any of our offices, Hybrid. Can be remote
Status: £26k - £27
As a Customer Experience Coordinator, you will be responsible for investigating feedback and evaluating evidence to determine a fair resolution for the customer and/or the client. This will entail conversing with complainants, listening to calls, examining documents, and directing specialized subject matter - such as medical reports - to the relevant teams for evaluation and clinical feedback.
At HCML, we believe that customer experience is a critical component of our business. We are committed to providing quality, effective, and coordinated services to everyone who requires rehabilitation in the UK. By joining our Customer Experience team within the Central Services department you will play a vital role in meeting these commitments. To achieve our goals, we need to understand our customers' needs and expectations. That's why we place great importance on gaining insights from customer feedback.
Benefits
- 25 days annual leave
- Your birthday off
- 6% company pension contribution
- Bike to Work Scheme
- Medicash Health plan
- Enhanced Maternity/Paternity/Adoption and Shared Parental leave
- 2 voluntary days per year
- Long Service Awards
- Employee Wellbeing Seminars
- CPD opportunities
- Professional memberships paid for (role dependent)
Essential Skills
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving skills.
- Ability to demonstrate empathy towards complainants and view situations from their perspective.
- Ability to compare the customer's account with the available evidence to arrive at a fair resolution.
- Ability to select the appropriate course of action and provide the correct response.
- Passionate about providing a high quality customer experience and journey
- Knowledge of customer service principles and practices.
- Ability to handle customer complaints and resolve conflicts in a professional manner.
Experience within the healthcare or insurance sectors would be highly beneficial.
Other job titles relevant to this role include Customer Service Advisor, Customer Complaints Executive, Customer Journey Coordinator.