Head of Customer Relations

2 weeks ago

London, Greater London, United Kingdom First Central Services Full time

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 drive, we care, we support, we collaborate. Come and find out

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.

To be successful in this role, you'll need to:

  • 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
  • Have demonstrable experience of high-level strategic input

Other job responsibilities:

  • Leadership of the Customer Relations team, developing the team's capability to deliver sustainable operational excellence and 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
  • Build and maintain alignment and engagement with key internal and external stakeholders to support the delivery of root cause and continuous improvement activity
  • 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
  • Management of the departmental budget and forecasting processes and maintaining expenditure within the budget approved by the FCIM Board

Job Specific Competencies:

Experience, knowledge, skills & qualifications

  • 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
  • Good technical knowledge of insurance products (motor preferred)
  • Strong interpersonal, communication and stakeholder management skills
  • Ability to lead and motivate colleagues to perform at their best in a challenging environment
  • Demonstrable analytical skills, able to see patterns and trends in data to drive strategic action

We run on people power, so if you're commercially focused, open to embrace and embed our company values and passionate about working together to support the growth of First Central, we want to hear from you

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.

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.

86% of people would recommend a friend to work at First Central

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

Flexible Bank Holidays

Eight flexible bank holidays; you can choose which festivals you observe

We're passionate about it. Everyone gets a paid day off annually to volunteer

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. We work fluidly around core hours

Your Time in Need

Your Time in Need: five days' leave so you can deal with life stuff. We'll support you

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