Senior Customer Relations Executive

About the role

We are seeking a Senior Customer Relations Executive to lead our client’s complaints function in Southend‑on‑Sea. Working Monday‑to‑Friday on‑site, you will ensure that customer issues are resolved promptly, professionally and with empathy, contributing to an improved overall experience.

Key responsibilities

• Manage complaints end‑to‑end, ensuring timely and professional resolutions.
• Approach each case with empathy and sound judgement.
• Conduct thorough investigations and provide clear written responses to customers.
• Collaborate with internal teams to achieve effective outcomes.
• Maintain compliance with regulatory requirements and keep accurate records.
• Analyse trends and produce insightful reports for senior management.
• Liaise with external stakeholders as needed.
• Lead by example, fostering a culture of continuous improvement.
• Train colleagues on complaint handling and customer communication.
• Oversee collection and analysis of customer feedback.

Required profile

• Proven experience in insurance and complaints handling (claims experience is a plus).
• Strong understanding of regulatory requirements.
• Excellent communication and problem‑solving abilities.
• Customer‑focused mindset with strong organisational skills.
• Proficiency in Microsoft Word and Excel.

Required skills

• Microsoft Word
• Microsoft Excel

What we offer

• Salary up to £35,000 per annum.
• Fully office‑based role in Southend‑on‑Sea.
• Opportunity to lead a team and drive continuous improvement.
• Inclusive and supportive work environment.
• Reasonable adjustments available throughout the recruitment process.