Customer Relations Officer (Complaint Case Handler)

• Full-time
• Quality
• Occasional Homeworker

Hours: Full-time - 40 hours per week, permanent

Part-time - hours are under consideration, working 3 days a week,

including Wednesday and Friday being on site at our Southend office.

salary will be pro-rated accordingly.

Based: Home working and Office - 2 days per week in Southend office

We are looking to recruit a Customer Relations Officer (Complaints Case Handler) who is an experienced complaint handler, ideally with previous experience in a Call Centre environment, to join our Quality Assurance team. This crucial role involves enhancing customer relationships by managing complaints effectively and competently, in strict adherence to Financial Conduct Authority (FCA) guidelines. Your contributions will have a direct impact on customer satisfaction and loyalty, positioning you as a key player in our commitment to upholding exceptional service standards.

Hood Group is a UK-based insurance provider that partners with start-ups, consumer brands, and large insurers to deliver innovative insurance solutions. Established in 1983 and with over 40 years’ experience working across the insurance industry, the company aims to help its partners, including well-known household brands and high street retailers, such as John Lewis Partnership and Ticker Insurance to name a couple, to transform their insurance proposition by delivering innovative business models and products that enhance customer engagement and drive growth.

• Manage and maintain complaint and root cause analysis records.
• Acknowledge and process complaints swiftly and professionally.
• Resolve complaints within FCA regulatory guidelines and our internal procedures.
• Make informed decisions, taking ownership and responsibility aligned with Treating Customers Fairly and Consumer Duty principles.
• Maintain detailed records of investigations and decision-making processes.
• Proactively conduct Root Cause Analysis, identifying trends and implementing necessary actions.
• Liaise with the Financial Ombudsman Service for escalated complaints.

What do I need?

• Experience in handling customer complaints, preferably within a Contact Centre environment.
• Knowledge of FCA regulations on complaint handling.
• Strong communication skills and customer focus.
• Ability to analyse information and identify trends.
• Proactive and positive attitude with a logical approach to problem-solving.
• Excellent organisational skills and self-motivation.
• Proficiency in Microsoft Office (Excel, Word, Outlook).
• Minimum of 5 GCSEs at grade C or above, including Mathematics and English.

At Hood Group, we take pride in creating a collaborative working environment that nurtures creativity and encourages forward thinking. Joining our team means more than just achieving objectives - it's about being part of a community that makes working at Hood Group truly exceptional.

• We are offering 31 days annual leave (including bank holidays)
• Employee Assistance Program
• Eye Care Vouchers including discount on glasses
• Pension Scheme
• Health cash plan
• Incentive of £250 on Refer a friend scheme
• Social company events, we want you to be part of the Hood Group community
• Employee Recognition Scheme – Hood Heroes, we celebrate and recognise your contribution to Hood Group
• We will supply your laptop and any other necessary professional equipment as required

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