Sam Howe Email & Phone Number

Birmingham, England, United Kingdom

Part of the customer insights assurance analyst team. The main two work streams include Customer Outcome Testing and Delegated Authority audits which are both completed in tandem with each other when required.Customer outcome testing includes both motor and home insurance products, testing related to any pain points found where customer outcomes are impacted negatively.Delegated Authority audits are carried out regularly when needed to keep up with industry regulations. Involves contact with Delegated Authority to obtain relevant information including case samples which are then reviewed to ensure all contracts and regulations are followed correctly.

Birmingham, England, United Kingdom

- Completing monthly quality control audits for front line handlers, ensuring they are following all standard guidelines and training material given.- Offer feedback and one to one coaching to team members who request assistance or showcase low quality audits and so need further support.- Assisting the team with calibrations and updates to best practice when trends in audit results dictate consistent poor outcomes from team members.

Birmingham, England, United Kingdom

- Handling incoming claims queries from customers which can vary from simple to complex and in depth queries via telephone and email.- In depth claim updating including identifying and raising complaints and escalating issues to senior team members.- Maintaining and updating knowledge of insurance policies and regulations.- Liaising with supplier partners to give customer updates on their claims or solve issues in regard to vehicle repairs, legal issues and courtesy car hire.

Brierley Hill, England, United Kingdom

- Answering incoming telephone and email orders in which included products that were not part of the company's catalogue of products.- Identifying non standard products and sourcing a company from which we can purchase these products.- Contacting companies to obtain best offer pricing information to match orders received. ensuring to take into account quantity, availability, suitability and costs including shipping.

Brierley Hill, England, United Kingdom

-Answering a large volume of telephone and email queries from Rolls Royce aerospace on site employees.- Answering general enquiries, completing/processing orders, progressing orders, administration organisation for email queries.- On site visiting Rolls Royce Aerospace to introduce to employees face to face.- Learning their processes, acknowledging any concerns/complaints and providing a more personalised customer service.- Providing training and coaching to new members of the team.- Supporting the team with knowledge and skills.