Customer Improvement Specialist

You'll provide operational expertise and ownership of issue resolution across operational risks associated with New Business, Renewals, Cancellations, MTA's, Premium Finance controls, accounting issues, and software defects. With a well-developed understanding of the Focus platform, you will continually review processes, perform data analysis, recommend improvements and impact. Working with the Product Owners, ensure relevant improvements are captured as part of the First Central change process, with any lower effort change implemented by the Customer Improvement Team through the Small Change process as appropriate. Other tasks are to assist the team with pre and post implementation reviews of customer facing Focus delivery of new processes and procedures, ensuring that all risks are identified and escalated as necessary to prevent customer harm. You'll prioritise and resolve customer and internal escalations to the team to ensure that issues are resolved in a timely manner and prevent further escalations. Core skills we're looking for to succeed in the role: Communication: Keep all stakeholders informed and engaged throughout any improvement process changes Research: Gathering data and information from various sources to understand a topic or problem better Data analysis: Interpreting data to identify patterns, trends, and insights is key Root cause analysis: You'll identify the underlying causes of problems to prevent recurrence Working flexibly, you'll spend the first couple of weeks in the office for training and support, then hybrid begins with 2 to 3 days in the office each week and the rest at home - if you prefer to be in the office more - that's good with us too. What's involved:

• Complete essential monthly/weekly/daily production monitoring through control checks across required core processes and where necessary, help address issues by taking appropriate action. Add recommendations to the end of month control reporting
• Identify operational risks and implement the correct post live checking control
• Complete business user acceptance testing as required and resolution of live production issues; track and ensure that the relevant fixes are applied.
• Practice continuous improvement principles within the team and wider business, using data to identify solutions and ensuring outcomes are documented in line with the end-to end process and customer requirements.
• Ensure departmental monthly management reporting is completed in a timely manner with recommendations for change
• Ensure all customer impacts are clearly communicated and tailored to the Contact Centre, using feedback tools such as the Agent Feedback tool and eGain.
• Develop your understanding of exception reporting within the Premium Finance Controls (BACS) and Renewals process, to identify issues. Take ownership and work with the wider Customer Management team to create awareness of daily repetitive issues and propose changes to the relevant Product Owner for consideration.
• Review and action all daybooks related to the BACS and Renewals processes.
• Actively engage in cross training to gain a wider understanding of the Chargeback, Direct Debit Indemnity and BAC's processes to ensure we are adhering to First Central and Barclays SLA's and procedures.
• Work collaboratively within the team to ensure that all refunds are validated and processed within SLA and in accordance with the AML policy. Identify issues and recommend improvement opportunities. Develop your understanding of the accounting entries and how they impact Finance and the customer
• Respond to enquiries and maintain all email inboxes within agreed SLAs, by applying your knowledge of the Focus Accounting platform to resolve incorrect balances within Focus and identify any software defects, ensuring impacts are escalated. Respond to the internal customer in a timely manner, ensuring your actions are captured in the noting
• Undertake data analysis, identify process improvements and assess change impacts
• Ensure issues are communicated clearly and confidently to stakeholders (attending meetings as necessary), supported by data analysis and follow the escalation processes as appropriate
• Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
• Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times
• Any other reasonable duties
  
  Experience of working within a customer improvement environment (desirable)
• Good understanding of the Focus platform (Focus Agent, Finance and Accounting) and the operational functions within the business
• Experience of working within a continuous improvement environment
• Good interpersonal communication skills and experience in dealing with customers
• Experience of managing competing priorities and deadlines
• An understanding of how to resolve live defects, their impact on the customer and the operational business risk posed
• An awareness of managing and implementing change and an awareness of operational first line risk management (desirable)
• Experience of process definition and mapping (desirable)
• An awareness of working within the Operation Excellence Framework
• Experience of data gathering and analysis (desirable)
• Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times,
• Any other reasonable duties, Good communication skills, both verbal and written
• Good time management and organisation skills
• Good knowledge of Microsoft applications, particularly Excel and Visio
• Strong analytical and problem-solving skills
• Ability to work independently and own work items and deliverables
• Qualified to Yellow belt Lean or Six Sigma (desirable)
Behaviours:
• Self-motivated and enthusiastic
• An organised, agile and proactive approach
• Ability to work on own initiative and as part of a team
• Strives to drive business improvements to contribute to the success of the business
• A willingness to develop skills and knowledge around operational excellence procedures and continuous improvement methodology
What can we do for you? People first. Always. We're passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that's what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you'll enjoy, take a look at all our perks in full here.

We're First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life. Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it's the people inside and outside our business that power us. They make us stand out, help us succeed. We're ambitious. We're growing. We've won awards. As a member of the Customer Improvement Team based in Haywards Heath, West Sussex you'll be part of a team of skilled specialists that provide operational support to both the Customer and First Central stakeholders and assurance to the management team that all controls are implemented in line with process and procedure. We are offering the role either part time over 3 days or full time over 5 days.