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Customer Relations Consultant

IQUW Group
Tregof Village, Swansea Vale, United Kingdom
Competitive Salary
Closing date
Jun 25, 2024

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Job Role
Contract Type
Full Time
About us

ERS is the UK's largest specialist motor insurer with an A+ rating. We recognise that for some, motor insurance is more than just a must-have; it's a way of taking care of what stands at the heart of their passion or livelihood. For those people, standard insurance isn't enough. That's why we work exclusively with motor insurance brokers to help get under the skin of the most difficult insurance risks, helping build products to meet their customer’s needs.

The role

The Customer Relations Consultants provide an excellent claims service through the resolution of any reportable complaints, including those addressed to the Chief Executive, Lloyds the FOS or any other relevant regulatory body. To negotiate the settlement of claims in an efficient, fair and economical manner in accordance with the policy wordings. Effecting a speedy recovery of the underwriters outlay. They also advise complaint handlers in the operational areas on handling strategies, regulations, and requirements. Dealing with referrals through effective coaching, development, and feedback.

Key responsibilities

  • Actively handling complaints in an effective manner within timescales in accordance with the complaint handling procedures
  • Checking all new complaints on a daily basis, ensuring these are distributed to the team and that they are handled within company policy to achieve validation, investigation and negotiation in accordance with level of expertise/authority and responsibility of staff
  • Supporting and ensuring compliance with Lloyds and FCA regulations
  • Promoting a culture of communication and staff involvement.
  • Investigating the underlying cause of complaints and trends, making recommendations for improvements to systems and/or training requirements.

Desirable behavioural attributes

  • Are aware of and act upon all Compliance matters, e.g. Disability Discrimination, Data Protection, Proceeds of Crime, Risk etc
  • Ensure that TCF is a part of the organisations culture and behaviours and consistently works to promote this.
  • Represent the correct values and culture of the group.
  • Support Health and Safety through highlighting issues.
  • Engage in own self development.
  • Provide relevant MI to managers at all levels and present findings where appropriate.


  • Competitive Benchmarked Salary
  • 25 days holiday
  • Discretionary bonus scheme
  • Employee assistance programme
  • Annual holiday buy (up to 3 extra days)
  • Salary sacrifice benefits
  • Annual benefits reviews
  • The option for professional qualifications and study support

Additional Info

  • A full job description will be found here

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