Customer Relations Administrator

Location:

Haywards Heath or Manchester

Salary:

£24,570

Department:

Customer & Operations

We're 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And that's the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too

Are you ready to make a difference in the world of insurance? Thrive in a fast-paced environment where no two days are the same? Do you have excellent administration and customer support skills seeking a change of career? Well, look no further We need a Customer Relations Administrator to join our customer team in Haywards Heath, West Sussex or Salford Quays, Manchester on a 12 month fixed term contract.

You'll undertake general team administration duties for our customer relations department to include 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. Other duties are 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 and looking into data analysis working closely with our team leaders, management team and external suppliers.

Core skills we're looking for to succeed in the role:

Problem-solving: You'll address issues effectively to the team

Clear communication: You'll interact with clarity to customers and colleagues

Analytical: You'll analyse emails from customers and direct them to the appropriate team

Time Management: You'll prioritise tasks effectively to meet deadlines and keep workflows on track.

We love flexibility and hybrid working - we offer 3 days work from home and just 2 days in the office (after a 3 month probation period - subject to your performance in the role) - but if you prefer to be in the office more, that's good with us.

What's involved:

• You'll be logging, triaging and allocating incoming work for the Customer Relations team (such as complaints, Financial Ombudsman work and general emails)
• You'll shape and deliver a feedback mechanism for FOS decisions. This will involve liaising with the Financial Ombudsman, the FOS team, and managers across Retail, CFS, Claims and Supplier
• You'll work with areas within Customer Relations to provide feedback to line management for data analysis.
• You'll ensure Supplier complaint handling is compliant and in line with FCIM processes; align customer complaints received from customers to FCIM & Suppliers
• You'll report on and monitor weekly reports to ensure the business is being compliant with complaint handling rules
• You'll help shape and deliver our assurance processes, collating the information from across the department for managerial review
• You'll support the Customer Relations governance model – supporting the development of team meetings, team hubs and inputting into key governance forums.
• You'll communicate with policyholders by email and post in a polite and professional manner
• You'll develop an understanding of systems and take ownership for your own continued learning of products and business processes
• You'll promote the Company's image and company values through all customer interactions
• You'll be compliant with Consumer Duty, health and safety policies and data protection rules
• You'll 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
• You'll support 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.
• You'll comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
• You'll ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times.
• Any other reasonable duties

Experience & knowledge:

• Experience of working in an administrative role is essential
• Previous experience in the motor insurance industry (Advantage)
• Experience of working in a Customer Relations environment
• Basic understanding of all aspects of motor insurance (Advantage)
• 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

Are you up for the challenge? Then click on apply to start your career with us

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.