Customer Relations Team Member

2 days ago

Haywards Heath, West Sussex, United Kingdom First Central Insurance Management Ltd Full time

We're seeking a Customer Relations Administrator to join our customer team in Haywards Heath, West Sussex, or Salford Quays, Manchester. This role involves undertaking general team administration duties for our customer relations department.



Duties and Responsibilities


  • Logging and allocating relevant work amongst the team to include a variety of complaints for the team to investigate
  • General emails from the department inbox and financial ombudsman work
  • Liaising with our customers by email and open and collating post relating to new and existing customer relation queries
  • Providing regular reports for the team when required
  • Looking into data analysis working closely with our team leaders, management team, and external suppliers
  • Ensuring Supplier complaint handling is compliant and in line with FCIM processes; align customer complaints received from customers to FCIM & Suppliers
  • Reporting on and monitoring weekly reports to ensure the business is being compliant with complaint handling rules
  • Supporting the Customer Relations governance model – supporting the development of team meetings, team hubs, and inputting into key governance forums
  • Communicating with policyholders by email and post in a polite and professional manner
  • Developing an understanding of systems and taking ownership for your own continued learning of products and business processes
  • Promoting the Company's image and company values through all customer interactions
  • Ensuring that all work is carried out to a high level of accuracy and ensuring compliance with all company and other relevant standards / regulations at all times
  • Supporting the implementation of the Customer Relations Strategy so that Customer Relations is not seen as only responding to complaints – working with other areas of the business as required
  • Complying with the requirements, and acting in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
  • Ensuring compliance with Company Policies, Values, and guidelines and other relevant standards/ regulations at all times


Requirements


  • Experience of working in an administrative role is essential
  • Previous experience in the motor insurance industry
  • Experience of working in a Customer Relations environment
  • Basic understanding of all aspects of motor insurance
  • Some knowledge of complaint handling practices
  • Knowledge of FCA requirements (including individual responsibilities in relation to Consumer Duty)


Skills


  • Good communication skills, both verbal and written
  • Good time management and organisation skills
  • Good numeracy and literacy skills
  • Good Microsoft Office skills (Outlook, Word, Excel, PowerPoint)


Behaviours


  • Customer focussed (internal customers & external)
  • Self-motivated and enthusiastic
  • Embrace, embed, and incorporate the Company values
  • Taking responsibility for tasks and seeing them through to completion
  • An organised and proactive approach
  • Able to work on own initiative and as part of a team
  • A flexible approach and positive attitude


What We Offer

We're passionate about our colleagues and know the best people deserve an extraordinary working environment. Our workplaces are energetic, inspirational, supportive.

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