Customer Relations Co-ordinator - Haywards Heath, United Kingdom - First Central Services

First Central Services

Verified Company

Haywards Heath, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

Location:

Haywards Heath or Manchester
Salary:
Circa £28,000
Depending on experience
Department:
Customer & Operations

We're First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life.

Data drives us. It fuels our outstanding distribution, finance, technology and legal services.

Our underwriting skills built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price.

But, it's the people inside and outside our business that power us. They make us stand out, help us succeed. We're ambitious. We're growing. We've won awards.

We really love to provide our customers with real peace of mind and our most valuable asset? that's you Do you thrive to be the best in a customer service role, love to see a happy outcome knowing you have been investigating a problem and resolving any issues that arise? Keeping customers updated is key so why not consider a fantastic new job in our Customer Relations team

You'll be a fantastic communicator, caring and compassionate for building customer relationships and resolving our customer problems. You will assist our Customer Relations Manager in managing the relationship with the Financial Ombudsman Service.

You will respond to enquiries from the Financial Ombudsman Service and produce management information for analysis and ensure customer have been treated fairly.

Other duties are to support the Customer Relations Team make fair, reasonable and consistent decisions whilst managing a caseload of customer complaints.

Working flexibly, you'll spend the first couple of months in the office getting up to speed, learning and training to be the best leader Once your probation has been passed it's time to work 3 days from home and 2 days in the office for a work and life balance.

If you prefer to be in the office more - that's good with us too.

Job Responsibilities:

Answer complaints escalated to the Financial Ombudsman Service ensuring deadlines are met
Provide feedback to the Customer Relations Manager with regards to complaint outcomes and any trends identified
Offer your expert advice in complaint investigation and resolution to complaint handlers in all areas of the business
Share Financial Ombudsman Service outcomes with handlers through feedback and calibrations
Build relationships with all business areas, keep up to date with all policies, procedures and processes
Be compliant with health and safety policies, data protection rules and TCF philosophies at all times
Embrace a culture of continuous improvement being open and proactive to identify waste and/or areas of improvement
Ensure that all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards and regulations
Any other reasonable duties as required

Experience and knowledge:

Experience of working within the motor insurance industry (Desirable)
Experience of liaising directly with customers
Worked within a FCA regulated environment
Very good knowledge of the Financial Ombudsman Service (FOS)
Good understanding of Financial Conduct Authority (FCA) and Treating Customers Fairly (TCF)
Knowledge of insurance products and personal lines insurance
Comprehensive understanding of regulatory requirements, company principles (including TCF) and industry best practice
Good knowledge of internal FCIM processes for all operational areas

Skills:

Good communication skills, both verbal and written
Excellent customer services skills
Problem solving skills with the ability to translate problems and find resolutions
Good organisational skills with the ability to meet tight deadlines at short notice
Good numeracy and literacy skills
Good IT and software skills, in particular with Excel and databases
Excellent attention to detail

What can we do for you?
People first. Always. We're passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that's what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you'll enjoy.

Intrigued? Our Talent team can tell you everything you need to know about what we want and what we're offering, so feel free to get in touch.