Hybrid Customer Relations Administrator – 12 Month FTC

at First Central

• Job title: Customer Relations Administrator – 12 Month FTC
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Haywards Heath, United Kingdom

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