Relationship Associate managing accounts and driving growth for independent auto dealers. Focusing on customer experience and teamwork to meet branch goals in the Cincinnati/Dayton market.
About the role
- Customer Relations Administrator managing customer relations for a market-leading insurance company. Logging inquiries, providing feedback, and ensuring compliance within a hybrid work environment.
Responsibilities
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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