Customer Relations Manager

Job Description

Duties include:

You will responsible for the management of all complaints, ensuring that they are dealt with in the most appropriate and efficient manner, whilst adhering to relevant legislation and procedures.

First line contact and support for all complaints received. To communicate effectively to ensure all complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint process.

Complaints are investigated and resolved in a timely manner either verbally and or through written communication in line with business and regulatory guidelines and requirements.

Communicating clearly, effectively and appropriately, using different communication methods e.g. phone, letter, and e-mail.
Ensure that departmental procedures and Compliance regulations are met.

Turnaround and response times are achieved and / or exceeded.

Complaint records are correctly maintained and all necessary information is recorded, providing a clear and concise audit trail with all correspondence included.

Provide support and guidance to both internal and external parties in order to offer a resolution to potentially complaint focused queries.

To monitor all potential complaints ensuring minimal financial impact to client / broker and us.

To liaise with colleagues ensuring that clients / brokers are kept fully informed of progress at all times.

To conduct root cause analysis on a regular basis to prevent reoccurrence and to use as a learning opportunity for teams across the business.

To liaise/report to Management on a weekly basis and report on the level of customer complaint resolutions.

To provide complaint trends and communicate lessons learnt to the manager, so service levels can be improved.

Identification of patterns or trends by way of quality assurance checks.

Preparation of quarterly reports for the Operations Committee and Risk & Compliance Committee.

To liaise with Legal & Compliance to assist in the resolution of Isle of Man Financial Services Ombudsman Scheme complaints.

To ensure complaints procedures are regularly reviewed and are fit for purpose both in content and format as per department standards.

To participate in training programmes (as appropriate) to ensure that staff are aware and confident of the procedure process.

Skills & experience required:

Extensive knowledge of products and procedures.

Broad knowledge of the compliance and legislative framework surrounding Life Insurance with a

Particular focus on the regulation surrounding the handling of complaints.

Awareness of strategic and corporate issues to enable effective communication.

Good market and commercial awareness.

Strong planning and organisational skills.
Strong communication skills both verbal and written.

Strong influencing skills.

Ability to maintain composure in pressurised, stressful and uncertain situations.

Ability to listen, communicate and challenge effectively at all levels of business.

Ability to think from customer s perspective.

Good interpersonal skills.

Ability to use root cause analysis to drive improvements

Strong report writing skills

A minimum of 3 years experience of working in the Life Assurance industry preferably in a Complaints orientated background.

5 GCSE s including Maths and English at Grade A-C.