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    Head of Customer Relations - United Kingdom - First Central Services

    First Central Services
    First Central Services United Kingdom

    4 days ago

    Default job background
    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 built on data expertise; They make us stand out, help us succeed.

    We've got an amazing opportunity for a Head of Customer Relations to join our team in Haywards Heath to drive forward the strategic development of our complaints handling function.

    You'll report regularly to the Executive team and Boards on complaints performance and forecasting, root cause analysis, market benchmarking and provide recommendations for improvement initiatives across the business in order to reduce complaints and improve customer outcomes.

    Have previous experience at Head Of level within complaints management in the Financial Services industry
    Have a proven track record of translating complaints data & insight into actionable continuous improvement
    Regular appraisal of regulatory environment to make sure all complaints deliver good customer outcomes in line with FCA/FOS guidelines and are being managed within internal policies and procedures
    Effective deployment of resources to make sure complaints are handled expediently to meet internal and external SLAs
    Oversight of effective relations with the Financial Ombudsman Service, making sure that all touchpoints are well-optimised, file requests are handled efficiently and resulting learnings from FOS decisions are driven back into the continuous improvement process
    Ownership of departmental processes, policies, procedures and risk register
    Compliance with the broader organisational and regulatory procedures to improve risk management and ensure strong audit performance
    Extensive experience in complaints handling at Head Of level in a complex financial services organisation
    Demonstrable experience in building and managing a highly effective complaints operation
    Extensive understanding of the regulatory environment, including working knowledge of key regulators, financial services legislation and regulations and their applicability to complaints handling
    Demonstrable analytical skills, able to see patterns and trends in data to drive strategic action
    We're happy to discuss flexible working during the recruitment process.

    As part of our Women in Finance Charter pledge, we've committed to having 30% of women in leadership roles by the end of 2023.

    Simply Health Cash plan. Reclaim the cost of your eye tests, dental, 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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