Senior Customer Relations

Location: South Croydon

Senior Customer Relations Officer

Location:

Croydon (Hybrid working available)
Rate:
Approx. £300 per day (Umbrella)

Contract Role
A well-established organisation within the insurance sector is seeking an experienced Senior Customer Relations Officer to join their customer experience team. This role is ideal for someone with strong complaints handling expertise who is confident managing complex cases while ensuring fair outcomes for customers and maintaining regulatory compliance.

The Role You will be responsible for managing a caseload of complex customer complaints from investigation through to resolution. Working closely with internal stakeholders and regulatory bodies, you will ensure all complaints are handled in line with FCA requirements while helping to improve processes and enhance the overall customer experience.

Key Responsibilities
Manage and investigate a caseload of customer complaints, ensuring accurate records and timely resolution.
Conduct detailed complaint assessments and provide balanced outcomes that consider both customer impact and business reputation.
Draft clear and comprehensive Final Response Letters, outlining investigation findings and informing customers of their FOS referral rights.
Liaise with internal teams, complaint champions, and the Financial Ombudsman Service (FOS) to negotiate and resolve cases.
Identify complaint trends and contribute to root cause analysis and service improvement initiatives.
Ensure complaint handling processes remain compliant with FCA regulatory frameworks and Treating Customers Fairly (TCF) principles.
Provide guidance to internal teams on complaint resolution and regulatory requirements.
Support departmental projects, initiatives, and reporting to improve the overall customer experience.

About You
Strong experience handling complaints within the insurance industry, ideally within a claims environment.
Good knowledge of the FCA complaint handling framework and DISP regulations.
Solid understanding of the Financial Ombudsman Service (FOS) processes and practices.
Excellent written communication skills, particularly in producing formal response letters.
Strong analytical skills with the ability to conduct root cause analysis and identify service improvements.
Ability to manage multiple cases while meeting strict regulatory deadlines.

What’s on Offer
Competitive day rate of approximately £300 per day (umbrella)
Hybrid working arrangement, with flexibility considered for the right candidate
Opportunity to work within a highly respected organisation and contribute to improving customer experience and regulatory compliance