First Central

Customer Relations Administrator – 12 Month FTC

First Central

full-time

Posted on:

Location Type: Hybrid

Location: Haywards Heath • 🇬🇧 United Kingdom

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Job Level

Mid-LevelSenior

About the role

  • 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.
  • 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;
  • 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.
  • Any other reasonable duties

Requirements

  • 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)
  • 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)
Benefits
  • flexible working arrangements
  • hybrid working
  • professional development

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
complaint handlingdata analysisreportingFCA requirementsConsumer Dutymotor insuranceadministrative skillsnumeracyliteracyMicrosoft Office
Soft skills
communication skillstime managementorganizational skillsprofessionalismattention to detailteam collaborationcustomer servicefeedback deliveryproblem-solvingadaptability