Job Type
Permanent
Build a brilliant future with Hiscox
The Role
At Hiscox, we are committed to delivering excellent customer outcomes. When things go wrong, the Customer Relations team plays a critical role in resolving concerns fairly, identifying opportunities for improvement and ensuring customer feedback helps shape positive change across the business.
The Customer Relations Manager is responsible for leading the delivery of a high-quality complaints service, ensuring customers receive fair and timely resolutions, regulatory requirements are met and customer insight is used to improve products, processes and service delivery. Reporting to the Head of Customer Relations & Privacy, you will lead and develop a team of complaint handlers while driving operational excellence and a customer-focused culture.
Responsibilities include
Lead and develop a team of Customer Relations professionals, creating a high-performing and customer-focused environment
Oversee day-to-day operations, workflow management and resource allocation to ensure service, quality and regulatory standards are achieved
Manage complex, sensitive or high-profile complaints and customer escalations
Ensure compliance with FCA complaint handling requirements, Consumer Duty principles and internal governance standards
Drive continuous improvement through complaint insight, trend analysis and root cause identification
Partner with stakeholders across the business to improve customer outcomes and reduce repeat issues
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Act as a key liaison with the Financial Ombudsman Service and other external stakeholders
Ensure effective controls, processes and governance arrangements are maintained and regularly reviewed
Lead the London Market complaints proposition and provide subject matter expertise on complaint-related matters
Skills and experience
Experience leading teams within a customer service, complaints or regulated environment
Strong knowledge of FCA complaint handling requirements, Consumer Duty and customer outcome principles
Ability to balance customer, regulatory and commercial considerations when making decisions
Experience using customer feedback and management information to drive operational improvements
Strong stakeholder management, communication and influencing skills
Excellent organisational, prioritisation and problem-solving abilities
Passionate about delivering fair customer outcomes and continuous improvement
Diversity and flexible working at Hiscox
At Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success. We also know that working life doesn’t always have to in the office, and as long as it’s safe to do so, we will be operating a hybrid way of working to encourage a healthy work life balance, with 2 days in the office per week.
Work with amazing people and be part of a unique culture
