Job Description
We are a fast growing, reputable and innovative company with a successful hybrid working style in this digital age. Hood Group is a dynamic, forward thinking customer management business that provides outsourced customer services for well-known UK trusted brands.
We have fast-growth in our Customer Service Department working in partnership with one of the UK’s well-known, trusted and respected brands such as - John Lewis Partnership, Virgin Money, Ticker Insurance – we are looking to recruit a Quality Relations Officer.
The Quality Relations Officer will assist the Customer Relations Manager with the proactive management and handling of all Customer Complaints, including incoming post from Customers/Third Party/FOS/MPPI enquiries, escalated complaint calls, within a timely manner and in conjunction with the FCA complaint handling guidelines. They will assist with the root cause analysis of all complaints and be proactive with any actions from the analysis, along with the day-to-day administration relating to Customer Relations.
This role will be split between working in the Southend on Sea Office and from home.
What will I do in the role?
- Organise and maintain complaint records, root cause records and complete day to day administration. (Letter printing, Excel spreadsheets etc)
- Acknowledge customer complaints and organise the complaint workload
- Effectively handle and resolve complaints within FCA regulatory guidelines and internal complaints procedures in line with the respective brands communication style
- Maintain accurate and factual records of investigations and decision making in line with best practice standards
- Proactively complete Root Cause Analysis, identify trends and recommend, record and report on necessary actions
- Complete second line checks on calls, correspondence, live chat and other business processes within agreed timescales
- Organise and conduct regular call calibration sessions with management & clients
- Produce reports for the Head of Operations and brand partners as required
- Responsible for the administration of the Red Box system
- Responsible for the administration of NPS/CES & CSAT via BizVu system
- Attend project meetings and arrange what is needed with QA
- Any other ad-hoc duties as required
What do I need?
- Good complaints handling experience and knowledge.
- Enthusiastic with a proactive, positive attitude, an enquiring mind and a logical approach to problem solving
- Experience of handling Customer Complaints, preferably within a Contact Centre environment
- Excellent all-round communication skills both internally and externally; telephone, email and letter writing
- Customer focussed, with a passion for fair customer outcomes
- Ability to understand, analyse and identify trends in information
- Initiating and delivering positive change
- Excellent planning and organisational skills and ability to work on own initiative
- Understanding of FCA regulations regarding Complaint Handling and Compliance
- Ability to meet deadlines and work within specific guidelines
- Ability to understand the importance of confidentiality in handling customer personal data
- Strong computer skills (Excel/Word/Outlook)
- Call handling experience in a Customer Services environment
- Proven experience in Quality Assurance and or a Team Leader role
Beneficial:
Knowledge of the general insurance sector
Qualifications
Minimum of 5 GCSEs at grade C or above or equivalent to include Mathematics and English
Why work for us?
To be part of a fantastic, supportive team with great progression opportunities, with access to the following benefits;
- “The best job ever!“ feeling
- Various high street discounts – including discounted local theatres tickets, Merlin attractions
- We are offering 31 days annual leave (including bank holidays)
- Buy & Sell Holidays
- Employee Assistance Program
- Health & Wellbeing Program
- Incentive of £250 on Refer a friend scheme
- Learning & Development assistance Program
- Private Medical Health Care
- Private Health Insurance
- Eye Care Vouchers
- Pension Scheme
And there’s more benefits…….
We have a new, modern, airy office based right in the heart of Southend-on-Sea, just off the high street. This is a key part of our hybrid model, having a space where people can work together collaboratively and catch up in person. Whether that’s coming in for training, meetings, workshops or simply coming in to work! We offer home working for all staff, whether regularly or occasionally, allowing flexibility and a good work life balance around other commitments and family life.
We will provide your laptop and any other professional equipment required and you will also receive a working from home allowance.
Job Types: Full-time, Permanent
Salary: £20,035.00-£23,350.00 per year
Benefits:
- Casual dress
- Company events
- Employee discount
- Private medical insurance
- Referral programme
- Sick pay
- Wellness programme
- Work from home
Schedule:
Work Location: In person