Head of Customer Relations - London, United Kingdom - Policy Expert

Policy Expert

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title Head of Customer Relations

Department Customer Relations

Reports to Chief Customer Officer

Location London

Who we are

We're Policy Expert, a home and motor insurance provider and we're on a mission to shake up the personal insurance industry.

We feel that insurers have under-served customers for too long with confusing policies, expensive renewals, and frustrating claims processes. It is time to put customers first

Since we formed in 2011, we've been using breakthrough thinking and proprietary tech to provide insurance that's clear, fair, and great value.

And people like what we do. So much so that we now have well over one million customers, driven by our double-digit growth. We also take great pride in having been the UK's No.1-rated home insurance provider for 9 years.

We have big aspirations. Our 'North Star' is 'To be the most successful insurance disruptor people want to stay with for life'.

As we grow, we plan on continuing to challenge the norms of an insurance industry whose reputation for customer trust is low, where switching between providers is high and insurance cover is often seen as a costly 'grudge purchase'.

We aim to build longer and deeper relationships with our customers and to help them see insurance as being a help, not a hindrance.

The role and what you'll be doing:

As the Head of Customer Relations, you will play a pivotal role in shaping and enhancing our organisation's customer experience and first-line control process.

With a focus on ensuring regulatory compliance and fostering a customer-centric culture, you will lead efforts to address gaps in customer relations and complaints management.

Reporting directly to the executive board, you will be responsible for developing frameworks, driving meaningful business decisions, and supporting product development initiatives.

This position offers the opportunity to make a significant impact on our organisation's customer experience strategy and regulatory compliance efforts.

The successful team will join a dynamic team dedicated to driving positive change and innovation within the insurance industry.

So thenwho are you?

Experience in the insurance industry.
Ability to create and develop a strategy to deliver a bestinclass complaints management function.
Ability to create and implement an effective root cause analysis process to inform and enhance product development across Home, Motor, and Pet
Ability to recommend, develop, and produce bestinclass complaints management MI.
Ability to identify emerging trends and areas of concern across the endtoend customer journey.
Experience in reporting and presenting to board level.
Experience in managing people and processes with a focus on achieving CX objectives at all touch points in our customer journey.
Exceptional people and communication skills but will be key in this role as will cross so many functions.
Ability to project manage and react to situations that could expose our business.

What we stand for and what we provide
We want everyone to feel valued and rewarded in their work.

We therefore offer all employees:

Private medical cover with Vitality
Dental Insurance
Hybrid working
Training and education through LinkedIn learning and Plurasight
Travel season ticket loan
Social events through the year
Access to selected London O2 events and use of a Private Lounge.
Employee Wellbeing Programme

Next Steps

If your CV ticks the right boxes, we'll be in touch to arrange a prescreen interview with our Talent Acquisition team.
Following this stage, if successful, you'll be invited to a facetoface interview