Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Handle customer complaints and enhance relationships while adhering to FCA guidelines.
- Company: Hood Group is a leading UK insurance provider with over 40 years of experience.
- Benefits: Enjoy 31 days annual leave, health cash plans, and social events.
- Why this job: Join a collaborative team that values creativity and community impact.
- Qualifications: Experience in complaint handling and strong communication skills required.
- Other info: Flexible working options available, including part-time hours.
The predicted salary is between 28800 - 43200 £ per year.
We are looking to recruit a Customer Relations Officer (Complaints Case Handler) who is an experienced complaint handler, ideally with previous experience in a Call Centre environment, to join our Quality Assurance team. This crucial role involves enhancing customer relationships by managing complaints effectively and competently, in strict adherence to Financial Conduct Authority (FCA) guidelines. Your contributions will have a direct impact on customer satisfaction and loyalty, positioning you as a key player in our commitment to upholding exceptional service standards.
Hours of work & working pattern: This role is working 40 hours per week, home working with 2 days in our Southend office - this may increase. Part-time hours are under consideration, working 3 days a week, including Wednesday and Friday being on site days at our Southend office. Salary will be pro-rated accordingly.
Key responsibilities:
- Manage and maintain complaint and root cause analysis records.
- Acknowledge and process complaints swiftly and professionally.
- Resolve complaints within FCA regulatory guidelines and our internal procedures.
- Make informed decisions, taking ownership and responsibility aligned with Treating Customers Fairly and Consumer Duty principles.
- Maintain detailed records of investigations and decision-making processes.
- Proactively conduct Root Cause Analysis, identifying trends and implementing necessary actions.
- Liaise with the Financial Ombudsman Service for escalated complaints.
What do I need?
- Experience in handling customer complaints, preferably within a Contact Centre environment.
- Knowledge of FCA regulations on complaint handling.
- Strong communication skills and customer focus.
- Ability to analyse information and identify trends.
- Proactive and positive attitude with a logical approach to problem-solving.
- Excellent organisational skills and self-motivation.
- Proficiency in Microsoft Office (Excel, Word, Outlook).
- Minimum of 5 GCSEs at grade C or above, including Mathematics and English.
Why work for us?
At Hood Group, we take pride in creating a collaborative working environment that nurtures creativity and encourages forward thinking. Joining our team means more than just achieving objectives - it’s about being part of a community that makes working at Hood Group truly exceptional.
Our comprehensive benefits package includes:
- 31 days annual leave (including bank holidays)
- Employee Assistance Program
- Eye Care Vouchers including discount on glasses
- Pension Scheme
- Health cash plan
- Incentive of £250 on Refer a Friend scheme
- Social company events, we want you to be part of the Hood Group community
- Employee Recognition Scheme – Hood Heroes, we celebrate and recognise your contribution to Hood Group
- We will supply your laptop and any other necessary professional equipment as required
Customer Relations Officer employer: Hood Group Ltd.
Contact Detail:
Hood Group Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Officer
✨Tip Number 1
Familiarise yourself with the Financial Conduct Authority (FCA) guidelines, as this role heavily relies on compliance with these regulations. Understanding these principles will not only help you in the interview but also demonstrate your commitment to upholding exceptional service standards.
✨Tip Number 2
Showcase your experience in handling customer complaints by preparing specific examples from your previous roles. Highlight how you resolved issues and improved customer satisfaction, as this will resonate well with the hiring team.
✨Tip Number 3
Research Hood Group and their approach to customer relations. Being knowledgeable about the company’s values and their innovative insurance solutions will help you align your answers during the interview and show that you're genuinely interested in being part of their team.
✨Tip Number 4
Prepare to discuss your analytical skills and how you've used them to identify trends in customer complaints. This is crucial for the role, so think of instances where your proactive problem-solving made a difference in your previous positions.
We think you need these skills to ace Customer Relations Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in handling customer complaints, especially in a Call Centre environment. Use specific examples that demonstrate your ability to resolve issues effectively and adhere to FCA guidelines.
Craft a Strong Cover Letter: Write a cover letter that showcases your understanding of the role and the importance of customer satisfaction. Mention your proactive approach to problem-solving and how you can contribute to maintaining high service standards at Hood Group.
Highlight Relevant Skills: Emphasise your strong communication skills, organisational abilities, and proficiency in Microsoft Office. These are crucial for the Customer Relations Officer role, so make sure they stand out in your application.
Showcase Your Knowledge of FCA Regulations: Demonstrate your understanding of FCA regulations related to complaint handling in your application. This will show that you are well-prepared for the responsibilities of the role and committed to treating customers fairly.
How to prepare for a job interview at Hood Group Ltd.
✨Know Your FCA Guidelines
Familiarise yourself with the Financial Conduct Authority (FCA) regulations regarding complaint handling. Being able to discuss these guidelines confidently will demonstrate your understanding of the role and show that you are prepared to uphold the company's standards.
✨Showcase Your Complaint Handling Experience
Prepare specific examples from your previous roles where you successfully managed customer complaints. Highlight your problem-solving skills and how you turned a negative experience into a positive outcome for the customer.
✨Demonstrate Strong Communication Skills
Effective communication is key in this role. Practice articulating your thoughts clearly and concisely, and be ready to discuss how you would handle difficult conversations with customers while maintaining professionalism.
✨Be Proactive in Problem-Solving
During the interview, showcase your proactive approach to identifying trends and implementing solutions. Discuss any experiences where you conducted root cause analysis and how it led to improved customer satisfaction.
