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Customer Relations Executive

Employer
First Central
Location
Haywards Heath, West Sussex
Salary
Up to £23,000 - Depending on Experience
Closing date
20 Jun 2023

Job Details

We really love to provide our customers with real peace of mind and our most valuable asset? that’s you!

 

Do you thrive 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? Keeping customer updated is key so why not consider a fantastic job in our Customer Relations team!

 

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.

 

We have opportunities as a Customer Relations Executive in our Haywards Heath, West Sussex office. Go on, lets take a look at your application and see if you are ready for anything?
 

Here’s a taste of what you can expect working with us:

 

  • This is a Monday to Friday role 8:30am to 5pm
  • Hybrid working available of 2 days in the office and 3 days from home after passing a probation period
  • Minimum 25 days’ holiday plus bank holidays (and the chance to buy and sell days)
  • A ‘YOUday’, an extra day off to spend however you want. The clue’s in the name…
  • ‘Your Time in Need’: five days’ paid leave for compassionate or emergency reasons
  • A paid day off every year for charity work
  • Fantastic training and development
  • A fun, energetic and lively working environment


Job Responsibilities:

 

  • 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 (Advantage)
  • Excellent track record in resolving customer expressions of dissatisfaction, balancing customer and company needs
  • Experience of working within the motor insurance industry (Desirable)
  • 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?


We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • YOUday – we give you an extra day off to celebrate a special day
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid

 

Employee wellbeing is high on the agenda here too. We provide discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

Company

We’re First Central, an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.

Our motor insurance broker, 1ST CENTRAL, is firmly established as a top 10 supplier on UK price comparison websites and has successfully built a customer base of over half a million. It strives to make buying car insurance a more accessible and effortless experience.

We recognise that our success is entirely down to our talented people, who we know are our biggest asset, and we’re always on the lookout for talented people to join our team. In return, we can offer you a great place to work and lots of fantastic benefits.

For more information, click below:

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1st Central New Office

Company info
Location
Gemini House, Mill Green Business Estate
Mill Green Road
Haywards Heath
West Sussex
RH16 1XQ
GB

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