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.
Do you strive 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? We have an opportunity for a Customer Relations Executive to join our team in Haywards Heath, West Sussex.
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.
Core skills we're looking for to succeed in the role:
Can you resolve an issue and gather facts? We need problem solver!
Scheduling your workload and day is key. Are you organised?
Working towards a deadline to be the best! Time management is key
Do you enjoy building working relationships? Confidence is what we need
Working flexibly, you'll spend the first 3 months in the office for training and support and subject to your performance and sign off after the 3 months service hybrid can begin with 3 days at home and 2 days in the office.
Go on, lets take a look at your application and see if you are ready for anything?
What's involved:
- Recording, thorough investigation and resolving of customer complaints in a timely manner in line with company process and KPIs
- Communicate with policyholders by email, post, telephone and other non-voice contact, in a polite and professional manner
- 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
- Experience of working within the insurance sector or financial services (Motor insurance an advantage)
- Previous experience handling insurance claims (advantage)
- Excellent track record in resolving customer expressions of dissatisfaction, balancing customer and company needs
- 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, 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.
