Continuous Improvement Lead
1 week ago
Join our team as a Continuous Improvement Lead - Motor Insurance at First Central Services, where you will play a vital role in driving down complaints and enhancing customer satisfaction.
As a seasoned professional, you will bring your expertise in root cause analysis, continuous improvement initiatives, and customer relations to help us maintain our reputation for excellence.
The estimated salary for this role is £58,000 - £70,000 per annum, depending on experience.
About the Role:
Job Summary:
We are seeking a highly skilled and experienced individual to lead our complaint prevention efforts. As a key member of our team, you will be responsible for developing and implementing strategic plans to minimize complaints and improve customer experiences.
Key Responsibilities:
- Develop and execute comprehensive plans to prevent complaints across the organization.
- Work closely with senior stakeholders to identify areas of customer friction and develop targeted solutions.
- Collaborate with cross-functional teams to design and implement thematic review methodologies.
- Provide recommendations for action to senior stakeholders, ensuring timely resolution of complaints.
- Maintain accurate records of agreed actions and track progress through to delivery.
- Promote the Company's image and values through all customer interactions.
- Ensure compliance with Consumer Duty, health and safety policies, and data protection rules.
Requirements:
- Proven experience in continuous improvement roles, particularly in the motor insurance industry.
- Strong background in complaint handling practices, root cause analysis, and customer relations.
- Knowledge of FCA requirements and the regulatory framework relating to general insurance.
- Exceptional communication and organizational skills, with the ability to influence up to Director level.
What We Offer:
- A competitive salary package.
- Ongoing training and development opportunities.
- A dynamic and supportive work environment.
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