![First Central Services](https://media.trabajo.org/img/noimg.jpg)
Head of Customer Relations
2 months ago
Location:
- Haywards Heath
- Salary:
- £90,000+ depending on experience
- Department:
- Customer & Operations
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.
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.
-
Customer Relations Executive
4 months ago
Haywards Heath, United Kingdom First Central Insurance Management Ltd Full timeWe’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...
-
Customer Relations Executive
1 month ago
Haywards Heath, United Kingdom First Central Full time**We’re First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.** We’re looking for several customer service experts to join our Complaints team as a** Customer...
-
Customer Relations Executive
2 months ago
Haywards Heath, United Kingdom First Central Services Full timeLocation: - Haywards Heath - Salary: - Up to £23,000 - Depending on experience - Department: - Customer & Operations 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...
-
Customer Relations Co-ordinator
3 months ago
Haywards Heath, United Kingdom First Central Services Full timeLocation: - Haywards Heath or Manchester - Salary: - Circa £28,000 - Depending on experience - Department: - Customer & Operations 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...
-
Customer Relations Executive
3 months ago
Haywards Heath, United Kingdom First Central Services Full timeLocation: - Haywards Heath - Salary: - Up to £23,000 Depending on experience - Department: - Customer & Operations
-
Customer Relations Administrator
3 months ago
Haywards Heath, United Kingdom First Central Services Full timeLocation: - Haywards Heath or Manchester - Salary: - £23,400 plus excellent company benefits - Department: - Customer & Operations
-
Head of Marketing
2 months ago
Haywards Heath, United Kingdom CV Screen Ltd Full timeHead of Marketing West SussexDue to consistent growth, we have an amazing new opportunity for an experienced Head of Marketing to join a friendly, family run manufacturing business specialising in products for the healthcare industry. Responsibilities:Enhance and develop the key marketing strategies and tactical plans for the business.Responsible for the...
-
Client Relations Coordinator
2 weeks ago
Haywards Heath, West Sussex, United Kingdom First Central Insurance Management Ltd Full timeFirst Central Insurance Management Ltd is a prominent player in the insurance sector, committed to safeguarding the essential aspects of our clients' lives. Our achievements are fueled by insightful data and the remarkable individuals who contribute to our operations. We are in search of a Customer Relations Administrator to enhance our Customer Relations...
-
Customer Relations
3 months ago
Haywards Heath, United Kingdom Flexible Solutionz Full timeMy client is a market leading company who have won many awards in the last few years. Due to ongoing growth they are seeking 4 x Customer Service Advisors to join their Complaints Management team. The role will involve managing complaints from end to end, ensuring a satisfactory resolution by both the customer and the companies own standards. Hours of work...
-
Client Relations Specialist
2 weeks ago
Haywards Heath, West Sussex, United Kingdom First Central Insurance Management Ltd Full timeAbout Us: Welcome to First Central Insurance Management Ltd, a prominent insurance provider dedicated to delivering outstanding service to our clients. We leverage data to enhance our operations, ensuring that we provide the appropriate coverage at competitive prices tailored to our clients' requirements. Our achievements are driven by our committed team of...
-
Head of Marketing
4 weeks ago
Haywards Heath, United Kingdom CV Screen Ltd Full timeHead of Marketing West SussexDue to consistent growth, we have an amazing new opportunity for an experienced Head of Marketing to join a friendly, family run manufacturing business specialising in products for the healthcare industry. Responsibilities: Enhance and develop the key marketing strategies and tactical plans for the business.Responsible for the...
-
Head of Marketing
3 weeks ago
Haywards Heath, West Sussex, United Kingdom CV Screen Ltd Full timeHead of Marketing West SussexDue to consistent growth, we have an amazing new opportunity for an experienced Head of Marketing to join a friendly, family run manufacturing business specialising in products for the healthcare industry. Responsibilities:Enhance and develop the key marketing strategies and tactical plans for the business.Responsible for the...
-
Customer Relations Co-ordinator
3 months ago
Haywards Heath, United Kingdom First Central Services Full timeLocation: - Haywards Heath - Salary: - £30,000 to £35,000 depending on experience - Department: - Customer & Operations
-
Client Relations Coordinator
2 weeks ago
Haywards Heath, West Sussex, United Kingdom First Central Insurance Management Ltd Full timeFirst Central Insurance Management Ltd is a prominent provider in the insurance sector, committed to safeguarding the essential aspects of our clients' lives. Our achievements are fueled by data insights and the outstanding contributions of our team members, both within and outside the organization. We are currently looking for a Customer Relations...
-
Client Relations Coordinator
2 weeks ago
Haywards Heath, West Sussex, United Kingdom First Central Insurance Management Ltd Full timeFirst Central Insurance Management Ltd is a prominent provider in the insurance sector, committed to safeguarding what matters most to our clients. Our achievements are fueled by data insights and the outstanding contributions of our team members. We are currently in search of a Customer Relations Administrator.Key Responsibilities:Managing incoming tasks...
-
Head of Marketing
1 week ago
Haywards Heath, United Kingdom CV Screen Ltd Full timeHead of Marketing - PharmaWest SussexDue to consistent growth, we have an amazing new opportunity for an experienced Head of Marketing to join a friendly, family run manufacturing business specialising in products for the healthcare industry. Responsibilities:Enhance and develop the key marketing strategies and tactical plans for the business.Responsible...
-
Head of Marketing
7 days ago
Haywards Heath, United Kingdom CV Screen Ltd Full timeHead of Marketing - PharmaWest SussexDue to consistent growth, we have an amazing new opportunity for an experienced Head of Marketing to join a friendly, family run manufacturing business specialising in products for the healthcare industry. Responsibilities: Enhance and develop the key marketing strategies and tactical plans for the business.Responsible...
-
Head Chef
2 weeks ago
Haywards Heath, United Kingdom Lounges Full timeYou love real cooking.We love real cooking.Customers love real cooking.It's a no-brainer so you wonder why so many other places don't do it.We do it, and you'll be doing it with us - fresh, customer led, and with high-quality ingredients.We also love our real people who run Lounges.The person who runs these brilliant people has to be super-brilliant, and...
-
Head Chef
1 month ago
Haywards Heath, United Kingdom Lounges Full timeYou love real cooking. We love real cooking. Customers love real cooking. It's a no-brainer so you wonder why so many other places don't do it. We do it, and you'll be doing it with us - fresh, customer led, and with high-quality ingredients. We also love our real people who run Lounges. The person who runs these brilliant people has to be super-brilliant,...
-
Head Chef
1 month ago
Haywards Heath, United Kingdom Lounges Full timeYou love real cooking. We love real cooking. Customers love real cooking. It's a no-brainer so you wonder why so many other places don't do it. We do it, and you'll be doing it with us - fresh, customer led, and with high-quality ingredients. We also love our real people who run Lounges. The person who runs these brilliant people has to be super-brilliant,...