Senior Customer Relations Executive
Southend | Full-Time | Office Based | £30,000 - £35,000 PA
We are recruiting for an experienced Senior Customer Relations Executive to take ownership of the complaints handling function within a growing local business. This role is ideal for someone with strong complaints experience, excellent customer service skills, and a good understanding of FCA regulations.
Key Responsibilities:
- Manage customer complaints from initial receipt through to resolution.
- Investigate complaints and review claims, policies, and supporting documentation.
- Produce clear, professional written responses to customers.
- Ensure complaints are handled in line with FCA regulations and company procedures.
- Maintain accurate complaint records and audit trails.
- Analyse complaint trends and produce management reports.
- Liaise with external parties, including the Financial Ombudsman Service and insurers where required.
- Identify recurring issues and recommend process improvements.
- Support continuous improvement initiatives to enhance the customer experience.
- Monitor and respond to customer feedback across online review platforms.
- Provide guidance and support to colleagues on complaint handling.
- Promote a customer-focused approach across the business.
Skills & Experience:
- Previous insurance complaints handling experience is essential.
- Claims handling experience is advantageous.
- Good understanding of FCA complaint handling regulations.
- Strong investigative and analytical skills.
- Excellent written and verbal communication skills.
- Ability to manage multiple cases and meet deadlines.
- Professional, empathetic, and impartial approach to resolving complaints.
- Strong organisational and problem-solving skills.
- Confident using Microsoft Word and Excel.
- Positive, proactive, and able to work independently.
What's on Offer:
Full-time, Monday to Friday, office-based position.
- Opportunity to take ownership of the complaints function.
- Supportive and collaborative working environment.
- Chance to contribute to business improvements and customer experience initiatives.
If you have the relevant skills for this role, please contact One to One Personnel today!
Pay: £30,000.00-£35,000.00 per year
Benefits:
Ability to commute/relocate:
- Shoeburyness SS3: reliably commute or plan to relocate before starting work (required)
Experience:
- Insurance: 1 year (required)
- dealing with complaints: 1 year (required)
Work Location: In person
