Senior Customer Relations Executive

About the role

We are seeking an experienced Senior Customer Relations Executive to own the complaints handling function for a growing local business. The ideal candidate has strong complaints experience, excellent customer service skills, and a solid understanding of FCA regulations.

Key responsibilities

• Manage customer complaints from initial receipt through to resolution.
• Investigate complaints, reviewing 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.
• Identify recurring issues and recommend process improvements.
• Support continuous‑improvement initiatives to enhance the customer experience.
• Monitor and respond to customer feedback on online review platforms.
• Provide guidance and support to colleagues on complaint handling.
• Promote a customer‑focused approach across the business.

Required profile

• Previous insurance complaints handling experience (essential).
• Claims handling experience (advantageous).
• Good understanding of FCA complaint handling regulations.
• Strong investigative and analytical abilities.
• Excellent written and verbal communication skills.
• Ability to manage multiple cases and meet deadlines.
• Professional, empathetic and impartial approach.
• Strong organisational and problem‑solving skills.
• Positive, proactive and able to work independently.

Required skills

• Microsoft Word
• Microsoft Excel

What we 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.