Customer Relations Supervisor - Nottingham

  • Location

    Nottingham

  • Sector:

    General Insurance

  • Job type:

    Permanent

  • Salary:

    £28000.00 - £35000 per annum

  • Contact:

    Teri Mortier

  • Contact email:

    tmortier@mbfitzgerald.co.uk

  • Job ref:

    BBBH3292_1637144246

  • Published:

    14 days ago

  • Duration:

    12 months

  • Expiry date:

    2021-12-17

  • Startdate:

    ASAP

  • Consultant:

    Teri Mortier

Role: Customer Relations Supervisor - Complaints

  • Great opportunity to work in this long term contract - 12 - 24 months FTC
  • Global Insurance Company
  • Hybrid working
  • Excellent salary and benefits

Position Overview

  • To be responsible for supporting the Customer Relations Manager with the development, implementation and maintenance of the company's Customer Relations framework, including supervisory responsibility of all direct reports
  • To effectively supervise Customer Relations Officers with coaching, mentoring, training & development and through quarterly and annual performance reviews
  • To maintain agreed service levels within the Customer Relations Department and also adhere to all Regulatory Requirements
  • To support the provision of fair customer outcomes and a competent and efficient service to our stakeholders
  • Demonstrate appropriate, consistent and complete consideration of our customers and potential customers' interests, throughout our business, on a continuous basis.

Essential Job Functions:

  • Supervise the delivery of service standards & fair outcomes by the Customer Relations Department throughout the complaints handling process
  • Complete reporting and root cause analysis on complaints handled by the Customer Relations Department and by third party complaints handlers
  • Manage the quarterly and annual Performance Reviews for Customer Relations Officers.
  • Provide technical guidance & assistance with complex complaints
  • Review and provide sign off for complaint responses, Financial Ombudsman Service referrals and customer payments for in house and third party handled complaints where required
  • Ensure the in-house complaints data system is updated and all conclusions recorded accurately, providing feedback to relevant department heads
  • Provide training, coaching & guidance to direct reports
  • Ensure continuous improvement & consistency through the analysis of Quality Assurance outcomes and FOS decisions
  • Support the Customer Relations Manager with the completion of a wide range of tasks
  • To provide assistance to colleagues and any other department in the group as required
  • Good understanding of the FCA/PRA rules and guidelines in relation to General Insurance, as well as other regulatory/legislative subject matters such as data protection
  • Other duties may be assigned in order to meet the on-going needs of the organisation

Experience

  • Thorough knowledge of MS office, word and excel
  • Insurance background highly desirable
  • Diploma in Insurance desirable
  • Excellent Customer Service within a complaints environment
  • Thorough knowledge of the FCA /PRA regulatory requirements and data protection
  • Previous people management responsibility
  • Immediatley avaiable or on a short notice