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Haywards Heath

    Chief Executive Officer - Haywards Heath, West Sussex, United Kingdom - First Central Services

    First Central Services
    First Central Services Haywards Heath, West Sussex, United Kingdom

    2 weeks ago

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    Description
    We're First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; They make us stand out, help us succeed.

    We really love to provide our customers with real peace of mind and our most valuable asset? You'll be a super communicator, caring and compassionate for building customer relationships and resolving our customer problems.

    You'll actively handle all complaints from the business ensuring they are resolved in a timely manner.

    You'll administer the complaints handling process and support the department to minimise the number of complaints received, so an excellent background in complaint handling or similar in this will be key to our role.

    Recording, thorough investigation and resolving of customer complaints in a timely manner in line with company process and KPIs
    Communicate with policyholders by email, post, telephone and other non-voice contact, in a polite and professional manner
    Accountable for individual complaints across all areas
    Liaise with the appropriate business areas when investigating and resolving complaints
    Act as a referral point for complaints from other areas of the business
    Provide feedback with regards to complaint outcomes, issues, trends and root causes, so it can be addressed with the business accordingly
    Handle complex complaints as necessary to ensure that targets are met
    Comply with health and safety policies, data protection rules and TCF philosophies at all times
    Support the implementation of the Customer Relations Strategy so that Customer Relations is not seen as only responding to complaints

    Previous experience of working in a customer service environment with experience in handling complaints
    Experience of working within the insurance sector or financial services (Motor insurance an advantage)
    Some understanding of root cause analysis and sound knowledge of complaints handling
    Good IT and software skills, in particular with Excel and databases
    Simply Health Cash plan. Reclaim the cost of your eye tests, dental appts, physiotherapy and more
    Flexible Bank Holidays
    Eight flexible bank holidays; Electric Car Scheme
    Plug into our Electric Car Scheme for a deal with insurance, road tax and servicing
    Flexible Working
    We're flexible; most roles let you mix office and home working.
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