Customer Relations Coordinator

4 weeks ago


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

We're seeking a highly skilled Customer Relations Administrator to join our team at First Central Insurance Management Ltd. This role is perfect for someone who is passionate about delivering exceptional customer service and has a keen eye for detail.

Key Responsibilities:

  • Log, triage, and allocate incoming work for the Customer Relations team, including complaints, Financial Ombudsman work, and general emails.
  • Develop and deliver a feedback mechanism for FOS decisions, liaising with the Financial Ombudsman, FOS team, and managers across Retail, CFS, Claims, and Suppliers.
  • Work with areas within Customer Relations to provide feedback to line management for data analysis.
  • Ensure Supplier complaint handling is compliant and in line with FCIM processes, aligning customer complaints received from customers to FCIM & Suppliers.
  • Report on and monitor weekly reports to ensure the business is being compliant with complaint handling rules.
  • Support the Customer Relations governance model, developing team meetings, team hubs, and inputting into key governance forums.
  • Communicate with policyholders by email and post in a polite and professional manner.
  • Develop an understanding of systems and take ownership for your own continued learning of products and business processes.
  • Promote the Company's image and company values through all customer interactions.
  • Comply with Consumer Duty, health and safety policies, and data protection rules.
  • Ensure that all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards/regulations at all times.
  • Support the implementation of the Customer Relations Strategy, working with other areas of the business as required.
  • Comply with the requirements and act in accordance with the Group Code of Conduct and Fitness and Propriety policies at all times.
  • Ensure 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 is advantageous.
  • Experience of working in a Customer Relations environment is desirable.
  • Basic understanding of all aspects of motor insurance is required.
  • Some knowledge of complaint handling practices is beneficial.
  • Knowledge of FCA requirements, including individual responsibilities in relation to Consumer Duty, is essential.

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.


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