Senior Customer Service Executive

Senior Customer Service Executive My client is an innovative insurance provider specialising in Travel, and Ticket Protection, with over 25 years’ industry experience and a strong focus on digital, customer-first solutions.

The Role I am seeking an experienced Senior Customer Service Executive to take ownership of complaints handling across the business. You’ll manage cases end-to-end, ensuring fair, timely resolutions while meeting regulatory standards. Reporting to the Group Compliance Manager, you’ll be the lead for all complaints activity.

Key Responsibilities Manage and resolve complaints with professionalism and empathy Conduct thorough investigations and provide clear written responses Ensure compliance with FCA guidelines and internal processes Analyse trends, produce reports, and support regulatory reporting Recommend improvements to reduce complaints and enhance customer experience Support and guide colleagues on best practices Monitor and respond to customer reviews (e.g. Trustpilot, Google) About You Proven insurance and complaints handling experience Strong understanding of FCA requirements Excellent communication, analytical, and problem-solving skills Highly organised, customer-focused, and resilient Confident, professional, and able to manage multiple cases Proficient in Microsoft Word and Excel Why Join?

A great opportunity to make a real impact in a dynamic, customer-focused environment that values innovation, collaboration, and continuous improvement. Please reach out to Alex in the Southend office for an informal chat about this opportunity.