Customer Relations Executive

Location:

- 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 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 really love to provide our customers with real peace of mind and our most valuable asset? that’s you

Do you thrive to be the best in a customer service role, love to see a happy outcome knowing you have been investigating a problem and resolving any issues that arise? Keeping customer updated is key so why not consider a fantastic job in our Customer Relations team

You’ll be a super communicator, caring and compassionate for building customer relationships and resolving our customer problems. You’ll actively handle all complaints from the business ensuring they are resolved in a timely manner.

You’ll administer the complaints handling process and support the department to minimise the number of complaints received, so an excellent background in complaint handling or similar in this will be key to our role.

Here’s a taste of what you can expect working with us:

- ** This is a Monday to Friday role 8:30am to 5pm**:

- ** Hybrid working available of 2 days in the office and 3 days from home after passing a probation period**:

- ** Minimum 25 days’ holiday plus bank holidays (and the chance to buy and sell days)**:

- ** A ‘YOUday’, an extra day off to spend however you want. The clue’s in the name**:

- ** ‘Your Time in Need’: five days’ paid leave for compassionate or emergency reasons**:

- ** A paid day off every year for charity work**:

- ** Fantastic training and development**:

- ** A fun, energetic and lively working environment**

**Responsibilities**:

- Recording, thorough investigation and resolving of customer complaints in a timely manner in line with company process and KPIs
- Accountable for individual complaints across all areas
- Liaise with the appropriate business areas when investigating and resolving complaints
- Act as a referral point for complaints from other areas of the business
- Provide feedback with regards to complaint outcomes, issues, trends and root causes, so it can be addressed with the business accordingly
- Make fair and reasonable decisions which are in line with department guidelines
- Handle complex complaints as necessary to ensure that targets are met
- Build relationships with all business areas
- Comply with health and safety policies, data protection rules and TCF philosophies at all times
- Ensure that all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards
- Support the implementation of the Customer Relations Strategy so that Customer Relations is not seen as only responding to complaints

**Skills and Experience**:

- Previous experience of working in a customer service environment with experience in handling complaints (Advantage)
- Excellent track record in resolving customer expressions of dissatisfaction, balancing customer and company needs
- Experience of working within the motor insurance industry (Desirable)
- Good experience of making commercially aware but customer-focused decisions
- Some understanding of root cause analysis and sound knowledge of complaints handling
- Some knowledge of insurance products and personal lines insurance would be advantageous
- Excellent communication skills, both verbal and written
- Excellent customer services skills
- Problem-solving skills with the ability to translate problems and find resolutions
- Good organisational skills with the ability to meet tight deadlines at short notice
- Good numeracy and literacy skills
- Good IT and software skills, in particular with Excel and databases

**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.