Customer Relations Officer - Complaints Handler

We will consider remote / hybrid as well as flexible working applications for this role

Location: Bristol / Hybrid / Remote

Salary: £21,000 - £24,000 (negotiable on experience)

Kings Court Trust are looking for an experienced professional, with a passion for customer service to join our business at an extremely exciting time, as a Customer Relations Officer. This is a great opportunity for a motivated individual to join a fast paced and growing business and make a difference.?

Kings Court Trust aims to be the most successful and respected estate administration business in the UK. A regulated business founded in 2002, we only do one thing: estate administration. Our business has a crystal clear vision, to be the service provider that every bereaved family turns to and is totally focused on its purpose, helping families to move on following a bereavement. We are committed to transparent and fair pricing and customers are at the heart of everything that we do.

We add value to our partners business propositions and provide their clients with an innovative, highly focused customer service. Our business partners include Will writers, financial advisers, financial corporates, funeral directors and solicitors (through our long standing Title Research brand). We tailor our proposition depending on their service or commercial requirements.

Job Purpose:

• Working as part of the Customer Relations Team on complaint files, with a view to complaints being investigated and responded to in accordance with best practice.
• Updating and corresponding with clients or business partners, as well as processing workflow and carrying our operational tasks to progress cases.
• Ensuring that everything in your power to make sure that complaints are resolved to a satisfactory standard and that these files go back to Personal Estate Managers, ready for progression to a high level of customer satisfaction.
• Working tirelessly on customer service excellence and continuously help improve communication and quality standards on our files, by engaging with our families and business partners, as well as providing support and guidance to Service Delivery to help prevent complaints.

Key Responsibilities:

• Acting as a primary point of contact for the investigation and resolution of a complaint
• Responding to incoming emails / telephone calls and check quality of correspondence before dispatch
• Taking incoming calls from customers / business partners and ensuring that you apply a customer first approach every time and make informed decisions in the best interest of the customer
• Working closely with our technical services team and operational teams ensuring they are progressing the files in line with customer service standards and individual client/business partner needs
• Making calls to clients & business partners to establish a communication plan following a complaint
• Managing relationships across service delivery and the wider business to ensure effective transition between departments working through the transfer of responsibilities and aligning the operational processes
• Leading on customer satisfaction surveys and compiling the necessary data received from completed questionnaires
• Assisting with quality and compliance auditing
• Managing complaints as delegated by the Customer Relations Manager and lead on ensuring complaints receive a response within the allotted timeframe in the Customer Relations Manager’s absence
• Actioning all post items
• Reconciling estate assets
• Assisting with submitting applications to the Probate Registry for Grants of Representation
• Chasing third parties for outstanding information relating to existing estates
• Paying debts and expenses on estates
• Obtaining information to facilitate income and inheritance tax calculations and submissions
• Encashing or transfer estate assets
• Preparing final Estate Accounts
• Preparing distributions of an estate and complete file closures
• Dealing with queries on closed estates
• Identifying complaints, compliments and process issues and log them appropriately
• Providing support to other members of the team as and when required
• Completing more complex aspects of the estate administration process as and utilise the technical team when required
• Challenging current processes and ways of working with the aim of improving our service and the customer journey

Key skills:

• Excellent communication skills at all levels and exceptional organisational and time management skills are a pre-requisite.
• Self-motivated, have a keen attention to detail and be proactive at all times, seeking new ways to enhance customer service delivery and controls ensuring that improvements are delivered effectively
• Must have a customer focus approach at all times. Empathy with the families with a genuine desire to help them to move on and be prepared to go above and beyond in order to provide support
• Strong presentation skills

Experience:

Essential:

• A minimum of 1 year in a highly customer service focused environment. Ideally within professional services
• Experience working in a fast-paced office environment

Desirable:

• Experience in managing complaints
• Experience of speaking with vulnerable clients

Staff Benefits:

• 25 days Holiday Entitlement (Increasing annually to 30)
• Buy or Sell up to 5 days holiday per year
• Health Cash Plan – Cash back for Dental, optical and other treatments
• PERKS – Employee discounts across a range of high street products.
• Income protection insurance
• Life assurance policy
• Company pension (Matched contribution up to 5%)
• 12 weeks Enhanced Parental leave policy
• Cycle to work scheme
• Employee Assistance Programme
• Free Office Fruit
• Premium “Bean to Cup” coffee machine