Customer Relations Executive

Location

Haywards Heath, West Sussex | United Kingdom

Job description

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 are 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 job in our Customer Relations team?

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.

We have an opportunity for a Customer Relations Executive to join our team in Haywards Heath, West Sussex office.

Go on, lets take a look at your application and see if you are ready for anything?

Job Responsibilities:

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

Make fair and reasonable decisions which are in line with department guidelines

Handle complex complaints as necessary to ensure that targets are met

Build relationships with all business areas

Comply with health and safety policies, data protection rules and TCF philosophies at all times

Ensure that all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards

Support the implementation of the Customer Relations Strategy so that Customer Relations is not seen as only responding to complaints

Skills and Experience:

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)

Excellent track record in resolving customer expressions of dissatisfaction, balancing customer and company needs

Good experience of making commercially aware but customer-focused decisions

Some understanding of root cause analysis and sound knowledge of complaints handling

Some knowledge of insurance products and personal lines insurance would be advantageous

Excellent 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

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, take a look at all our perks in full here. 

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.

Job tags

Salary

£23k per annum