Executive Officer

3 weeks ago

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

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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