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Customer Relations Officer

  • Full-time
  • Customer Relations
  • Regular Homeworker


Full-time, permanent

£20,085 per annum and home working allowance

Based: Home working and office

We are a fast growing, reputable and innovative company with a successful hybrid working style in this digital age. Hood Group is a dynamic, forward thinking customer management business that provides outsourced customer services for well-known UK trusted brands.

The Customer Relations Officer will assist the Customer Relations Manager with the proactive management and handling of all Customer Complaints, including incoming post from Customers/Third Party/FOS/MPPI enquiries, escalated complaint calls, within a timely manner and in conjunction with the FCA complaint handling guidelines. They will assist with the root cause analysis of all complaints and be proactive with any actions from the analysis. Also, they will be required to assist the Customer Relations Manager with the day-to-day administration relating to Customer Relations and develop their skills in relation to formalising complaint outcomes by final response letter.

This role will be split between working in the Southend on Sea Office and from home.

Key Responsibilities

What will I do in the role? 

  • Organise and maintain complaint records, root cause records and complete day to day administration. (Letter printing, Excel spreadsheets etc)
  • Acknowledge customer complaints and organise the complaint workload
  • Effectively handle and resolve complaints within FCA regulatory guidelines and internal complaints procedures in line with the respective brands communication style
  • Operate sound judgement and decision making, taking ownership and responsibility for decisions and actions taken (adhering to TCF principles always)
  • Develop and maintain the appropriate level of technical and business knowledge to handle the complaints effectively
  • Maintain accurate and factual records of investigations and decision making in line with best practice standards
  • Proactively complete Root Cause Analysis, identify trends and recommend, record and report on necessary actions
  • Own and drive forward the actions/changes/improvements from Root Cause Analysis to eliminate complaints
  • Assist the Customer Relations Manager working with internal staff and Team Managers to bring complaints, their importance and how we can improve service to the forefront
  • Assist the Customer Relations Manager with the reporting for the Manager and/or Clients to be shared at a Senior Level monthly
  • Liaise with the Financial Ombudsman Service regarding escalated complaints or technical assistance
  • Any other adhoc duties as required


What do I need?


  • Good complaints handling experience and knowledge.
  • Enthusiastic with a proactive, positive attitude, an enquiring mind and a logical approach to problem solving
  • Experience of handling Customer Complaints, preferably within a Contact Centre environment
  • Excellent all-round communication skills both internally and externally; telephone, email and letter writing
  • Customer focussed, with a passion for fair customer outcomes
  • Ability to understand, analyse and identify trends in information
  • Initiating and delivering positive change
  • Excellent planning and organisational skills and ability to work on own initiative
  • Understanding of FCA regulations regarding Complaint Handling and Compliance
  • Ability to meet deadlines and work within specific guidelines
  • Ability to understand the importance of confidentiality in handling customer personal data
  • Strong computer skills (Excel/Word/Outlook)
  • Knowledge of the general insurance sector - beneficial
  • Minimum of 5 GCSEs at grade C or above or equivalent to include Mathematics and English


Why work for us?

To be part of a fantastic, supportive team with great progression opportunities, with access to the following benefits;

·        “The best job ever!“ feeling

·        Various high street discounts – including discounted local theatres tickets, Merlin attractions

·        We are offering 31 days annual leave (including bank holidays)

·        Employee Assistance Program

·        Health & Wellbeing Program

·        Incentive of £250 on Refer a friend scheme

·        Learning & Development assistance Program

·        Private Medical Health Care

·        Private Health Insurance

·        Eye Care Vouchers

·        Pension Scheme

And there’s more benefits…….

We have a new, modern, airy office based right in the heart of Southend-on-Sea, just off the high street. This is a key part of our hybrid model, having a space where people can work together collaboratively and catch up in person. Whether that’s coming in for training, meetings, workshops or simply coming in to work! We offer home working for all staff, whether regularly or occasionally, allowing flexibility and a good work life balance around other commitments and family life.

We will provide your laptop and any other professional equipment required and you will also receive a working from home allowance.