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Customer Relations Support Coordinator

Job description

Job Title: Customer Relations Support Co-ordinator
Locations: Manchester or Tunbridge Wells (hybrid working)
Competitive salary plus great benefits

Role overview

Working in the Customer Relations team, you will provide administration support to ensure the effective resolution of complaint cases as well as resolution of less complex cases within agreed standards and FCA regulations, keeping customers updated during the complaints journey and providing a first class service at all times.


  • Assisting with the administration and logging of complaints, including contacting internal and external parties and customers for relevant information
  • Requesting and reviewing evidence that will support the complaint investigation
  • Diarising and following up on outstanding requests to progress the complaint
  • Maintaining management of all complaints records to ensure files remain organised and give a full audit trail of all communications
  • Making telephone contact with customers, providing updates during the complaint lifecycle
  • Proactively manage own caseload, ensuring all complaints are handled within required deadlines and FCA requirements, from receipt to conclusion. Discuss the complaint with customers verbally; ensuring a fair and clear outcome is reached in accordance with TCF principles.
  • Liaise with other business areas to find quick solutions to the complaint. Contact internal and external parties for relevant information required to investigate and close the complaint.
  • Escalate complaints where necessary to the wider complaints handling team for resolution.
  • Know, understand and apply the FCA complaints handling rules and report any potential areas of risk to your line manager.
  • Deliver against agreed objectives, KPI's and SLA's in order to meet agreed service and performance targets. Maintain team KPI's and SLA's for productivity and quality.
  • Other administration and support tasks.


  • First class customer service skills and a positive approach is essential.
  • High standard of written and telephone communication skills, ability to communicate effectively at all levels.
  • Motor insurance and complaint handling background is desirable.
  • Demonstrates excellent organizational and time management skills.
  • Excellent attention to detail.
  • Methodical approach to tasks with strong administration skills.

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