As the Head of Customer Relations, you will play a pivotal role in shaping and enhancing our customer experience and first-line control process. Reporting directly to the executive board, you will develop frameworks, drive meaningful business decisions, and support product development initiatives.
Client Details
London based scale-up Insurance firm.
Description
Key Responsibilities:
- Strategic Leadership: Create and implement a best-in-class complaints management function and effective root cause analysis process to inform product development.
- Compliance and Reporting: Ensure compliance with legal and regulatory guidance, providing consistent advice and producing high-quality complaints management MI.
- Team Management: Lead a growing team of Complaints Handlers, manage and coach team members, and support their career progression.
- Process Improvement: Manage and improve the complaints process across the business and third parties, including the Financial Ombudsman Service.
- Collaboration: Work collaboratively with the wider Operations leadership team to remove blockers and enhance team efficiency.
- Customer Experience: Promote a positive attitude towards complaints, ensuring timely and appropriate action is taken.
Profile
Who You Are:
- Insurance Industry Experience: Proven experience in the insurance industry.
- Strategic Thinker: Ability to create and develop strategies for best-in-class complaints management and root cause analysis.
- Data-Driven: Comfortable manipulating and interpreting data, conducting root cause analysis, and presenting findings clearly.
- Leadership Skills: Experience managing people and processes, with a focus on achieving customer experience objectives.
- Excellent Communicator: Exceptional people and communication skills, with the ability to engage cross-functional teams.
- Compliance Expertise: Experience in handling complaints within a regulated environment and working closely with external stakeholders, particularly the FOS.
- Problem Solver: Enjoys problem-solving and creating innovative solutions to complex issues.
- Adaptable: Thrives in a high-growth environment and is highly adaptable to change.
Requirements:
- Minimum of 2 years of experience leading a Complaints, Compliance, or Operations team in an FCA-regulated environment.
- Experience in reporting and presenting to board level.
- Proficiency in drafting clear, concise, and professional responses to inquiries, complaints, and disciplinary matters.
- Experience managing relationships with third parties or key stakeholders effectively.
- Familiarity with complaint management tools and processes.
- Advanced Excel skills or knowledge of Looker or SQL is a plus.
Job Offer
What We Offer:
- Competitive salary and benefits package.
- Opportunity to make a significant impact on our organisation's customer experience strategy and regulatory compliance efforts.
- A dynamic team dedicated to driving positive change and innovation within the insurance industry.