Senior Customer Relations Manager

Senior Customer Relations Officer
290 per day Umbrella
Croydon - Hybrid (Croydon)
Until end of Aug 2026

Responsibilities:

• Effective management of a complaint caseload with maintenance of accurate and timely records.
• Undertake comprehensive assessments of the merits of each complaint, including the consequences of such assessments and taking active steps to ensure that fair and balanced conclusions are reached for the customer whilst also managing any reputational issues to AEL.
• Timely production of "Final Response Letters" aimed at clearly detailing the rationale behind the decision reached whilst advising the customer of his/her FOS referral rights.
• Negotiation of compensatory benefits with internal and external complaint champions, complainants and the FOS
• Highlight complaint trends and operation process improvement suggestions / solutions to the Head of Customer Experience once identified following the resolution of the complaint
• Undertake effective root cause analysis tasks as requested by the Head of Customer Relations.
• Contribute to the production of Treating Customers Fairly (TCF) Bulletins and raising any conduct issues that may be identified as a result of complaint handling trends.
• Support in monitoring internal / external adherence to the AIG UK's complaint handling procedure / regulations.
• Support the Head of Customer Relations on various initiatives and projects, to include deputising in their absence.
• To carry out all accountabilities and objectives within the framework of AIG UK 's TCF policy.
• Maintain an up to date awareness of regulatory developments not limited to the Complaint (DISP) environment and escalating any concerns/updates as required.
• Participate, when required, in departmental initiatives in order to provide value to the UK business including (but not limited to) complaint training, presentations and knowledge sharing exercises in order to support and influence.
• Play an active role in identifying and improving our customers experience through group and individual efforts; to review and recommend improvements based upon complaint experiences.
• Participate in oversight and introduction of any internal Team procedures.
• Reviewing all Final Response Letters escalated by the complaint champion network to ensure a fair outcome is being reached and the quality of the communication being sent is accurate
• Offering guidance and advice to the complaint champion network when they are attempting to resolve a complaint within 3-business days
• Working with the FOS when cases have been escalated to them for their review/investigation; providing case file information, with assistance from the CRT admin, to assist them with forming their objective decision on the case
• Effective diary management of complaint cases which involves sending reminders to the complaint champion network to ensure regulatory deadlines are not overlooked
• Redirection of communication received within CRU to ensure it is being handled appropriately by the relevant line of business in CRT Admin absence.
  
  Experience & Qualifications Required:
• Solid knowledge and awareness of the FCA regulatory Framework for complaints handling and principles relating to TCF.
• Solid complaint handling experience within an insurance company, especially a claims environment.
• A sound understanding of the FOS and it's associated procedures and practices.