Customer Relations Co-ordinator

Location: Haywards Heath Salary: £30,000 to £35,000 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 are 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.

Are you passionate about creating exceptional customer experiences? Do you thrive in a dynamic and collaborative environment? Look no further! We’re seeking a Customer Relations Coordinator who is ready to make a difference based in Haywards Heath, West Sussex . You’ll be pivotal in ensuring our customers feel valued, heard, and well taken care of. If you’re ready to embark on an exciting journey with us, read on!

You’ll evaluate and resolve complaints which are escalated to the Financial Ombudsman Service (FOS) for arbitration. You’ll then assess and make impactful decisions if the customer has not been treated fairly through their customer journey.

You’ll be working alongside our Complaints Prevention and FOS Manager to manage the relationship with the Financial Ombudsman Service, ensuring the team record any decisions made, looking at trends and insights, evaluating area s for improvement in our processes and providing feedback to the business and our colleagues. You’ll also be supporting our Customer Relation s Executive s by providing your expert complaints knowledge when making fair customer and complain t decisions.

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

Complaint resolution: Investigate and resolve customer complaints, escalating complex issues as needed.

Feedback collection: Gather feedback from customers and relay insights to relevant departments for process improvement.

Attentiveness: Pay attention to details and actively engage with customers.

Communication: It’s all about keeping everyone updated and working together.

We love flexibility and hybrid working – For the first couple of months you’ll be in the office for training and support and upon passing a successful probational period hybrid working can begin with 3 days working from home and 2 days in the office – but if you prefer to be in the office more, that’s good with us.

Intrigued? Read on to find out what you’ll be doing and apply!

What’s involved:

• Answer complaints escalated to the Financial Ombudsman Service (FOS) ensuring deadlines are met and use historic precedent when making decisions.
• Provide feedback to the Customer Relations Manager with regards to complaint outcomes and any trends identified, so that the Manager can address with the business accordingly.
• Provide expert advice in complaint investigation and resolution to complaint handlers in all areas of the business, share FOS outcomes with handlers through feedback and calibrations and publish new FOS outcomes.
• Build relationships with all business areas, keep up to date with all policies, procedures and processes.
• Embrace a culture of continuous improvement being open and proactive to identify waste and/or areas of improvement.
• 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 and appropriate records are kept up to date.
• 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,
• Any other reasonable duties

Experience & knowledge:

• Proven experience of working within the motor insurance industry (advantage)
• Experience of liaising directly with customers in an FCA regulated environment
• Prior experience in handling complaints
• Understanding of FCA, Consumer Duty and good knowledge of FOS
• Strong knowledge of insurance products and personal lines insurance
• Comprehensive understanding of regulatory requirements, company principles (including Consumer Duty) and industry best practice
• Good knowledge of internal FCIM processes for all operational areas
• Good communication skills, both verbal and written
• Problem solving skills with the ability to translate problems and find resolutions.
• Good organisational and time management 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
• Excellent attention to detail

Behaviours:

• Self-motivated and enthusiastic
• Embrace, embed and incorporate the Company Values
• Takes initiative to make decisions.
• Approachable and keen to help others.
• An organised and proactive approach
• Ability to work on own initiative and as part of a team.
• A flexible approach and positive attitude
• Strives to drive business improvements to contribute to the success of the business.

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, take a look at all our perks in full here .

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.

86% of people would recommend a friend to work at First Central

Simply Health Cash plan. Reclaim the cost of your eye tests, dental appts, physiotherapy and more

Flexible Bank Holidays

Eight flexible bank holidays; you can choose which festivals you observe

We’re passionate about it. Everyone gets a paid day off annually to volunteer

Electric Car Scheme

Plug into our Electric Car Scheme for a deal with insurance, road tax and servicing

Flexible Working

We’re flexible; most roles let you mix office and home working. We work fluidly around core hours

Your Time in Need

Your Time in Need: five days’ leave so you can deal with life stuff. We’ll support you

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