Complaints Prevention Specialist

First Central Services; Manchester; On-site; GBP 10,000 - 40,000; Full time

Job description

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.

Are you passionate about ensuring customer satisfaction and preventing complaints from happening? Do you thrive in a dynamic environment where your problem-solving skills make a real impact? Look no further! We're seeking a Complaints Prevention Specialist to join our Haywards Heath, West Sussex or Salford Quays, Manchester team.

As a Complaints Prevention Specialist, you'll play a crucial role in maintaining our reputation for excellence by leading the way and driving down complaints across the whole of First Central. You'll be working closely with senior stakeholders across the business to investigate why complaints are happening within each pillar, understand the root cause, then design a plan to prevent all types of complaints recurring, the aim to see a vast reduction in complaints and a better continuous improvement journey.

Core skills we're looking for to succeed in the role:

• Collaboration: You'll work closely with cross-functional teams to implement preventive measures across the business
• Analytical: You'll have the ability to dissect data, spot patterns and reduce complaints
• Problem-solving: You'll address issues effectively to the team
• Communication: It's all about keeping everyone updated and working together

Ready to make an impact? Apply today!

What's involved:

• Examine both quantitative and qualitative complaints data to identify areas of customer friction
• Design and deliver thematic review methodology
• Design and implement a prioritisation approach to thematic reviews, agreeing these with senior stakeholders and the wider business
• Undertake thematic reviews, in with stakeholders, to provide recommendations for action to senior stakeholders
• Track and monitor agreed actions through to delivery
• Prepare the Complaints Insight Forum pack to a standard that is suitable for a Director level audience which focuses on actions to drive down complaints
• Work closely with the Senior Internal Assurance Assessor to use the insight available to tackle the causes of complaints across First Central
• Develop an understanding of systems and take ownership for your own continued learning of products and business processes
• Promote the Company's image and company values through all customer interactions
• To be compliant with Consumer Duty, health and safety policies and data protection rules
• Ensure that all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards / regulations
• Deputise for the Customer Relations FOS and Prevention Manager as required
• Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
• Ensure compliance with Company Policies, Values and guidelines
• Any other reasonable duties

Experience & knowledge:

• Experience of working in a continuous improvement role
• Previous experience in the motor insurance industry
• Experience of working in a Customer Relations environment
• Experience of undertaking root cause analysis and continuous improvement initiatives
• Some knowledge of complaint handling practices
• Basic understanding of all aspects of motor insurance
• Knowledge of FCA requirements (including individual responsibilities in relation to Consumer Duty) and the regulatory framework relating to general insurance
• Knowledge of continuous improvement methodologies

Skills:

• Good communication skills, both verbal and written
• Excellent organisation skills and attention to detail
• Ability to influence effectively up to Director level
• Root cause analysis / continuous improvement qualification or training
• Good numeracy and literacy skills

Behaviours:

• Customer focused (internal customers & external)
• Constructive provider of feedback
• Self-starting, able to work on own initiative
• Self-motivated and enthusiastic
• Embrace, embed and incorporate the Company values
• Taking responsibility for tasks and seeing them through to completion
• An organised and proactive approach
• Able to work on own initiative and as part of a team
• A flexible approach and positive attitude