General Property - Customer Care Champion

General Property - Customer Care Champion

Join to apply for the General Property - Customer Care Champion role at Crawford & Company

The Customer Care Champion will act as the first point of contact for customers who raise complaints or concerns, ensuring that every interaction is handled with empathy, professionalism, and a commitment to fair and timely resolution. This role plays a vital part in enhancing the customer experience, maintaining strong client relationships, and supporting continuous improvement across the business. The postholder will also manage a small WIP of complex or sensitive complaints that require specialist handling, ensuring these are resolved efficiently and in line with regulatory and company standards.

• Act as the first point of contact for customers with complaints, communicating via phone and email in a professional and empathetic manner.
• Understand customer concerns and work to provide clear, effective solutions.
• Conduct follow-up calls with customers who have previously raised complaints to ensure satisfaction and closure.

• Investigate complaints thoroughly and impartially, gathering relevant information from internal systems, colleagues, and external parties as required.
• Manage a small portfolio of complex or sensitive complaints, ensuring these are handled with a high level of care and attention.
• Resolve complaints in line with company policies, FCA regulatory guidelines (including Treating Customers Fairly principles), and internal service standards.
• Complete all required documentation accurately before closing complaints on the internal claims system.

• Liaise with other departments, senior management, and external stakeholders (including insurers and the Financial Ombudsman Service) to facilitate effective complaint resolution.
• Attend weekly Teams calls with clients to discuss escalated or distressed claims, ensuring updates and actions are clearly communicated.
• Meet with clients periodically to promote collaboration, share insights, and strengthen working relationships.
• Escalate serious issues or breaches of procedure to the appropriate team or management as necessary.

• Maintain accurate and confidential records of all complaints and their resolutions within the company system.
• Keep complaint trackers up to date with relevant information, ensuring data accuracy and visibility for management.
• Produce management information and statistics relating to complaints performance, themes, and trends.
• Identify recurring issues and recommend process improvements to enhance customer satisfaction and operational efficiency.

• Strong written and verbal communication skills, with an empathetic and customer-focused approach.
• Excellent investigative, problem-solving, and decision-making skills.
• Ability to remain calm, professional, and impartial under pressure.
• Highly organised with strong attention to detail.
• Confident working collaboratively with clients and colleagues at all levels.
• Proficient in Microsoft Office applications and internal tracking systems.
• Understanding of FCA regulations and complaint handling procedures (desirable).

• Previous experience in a customer service, complaints handling, or claims environment (essential).
• Experience with in insurance, loss adjusting, or financial services (advantageous).
• Understanding of the Treating Customers Fairly principles and complaint resolution best practice (preferred).

• Entry level

• Full-time

• Other, Information Technology, and Management

• Insurance