Customer Relations Executive

Location: Southend-on-Sea

Senior Customer Relations Executive

Salary: £30,000 - £35,000

Overview

We are seeking an experienced Senior Customer Relations Executive to take full ownership of the complaints process within a customer-focused organisation.

You will manage complaints end-to-end, ensuring fair, timely resolutions while meeting regulatory standards. This role requires strong investigative skills, attention to detail, and an empathetic, professional approach.

Key Responsibilities

Manage and resolve complaints efficiently and fairly
Investigate cases and produce clear written responses
Ensure compliance with regulatory requirements (e.g. FCA)
Maintain accurate records and reporting
Analyse trends and drive process improvements
Liaise with internal teams and external stakeholders
Support colleagues with complaint handling
Oversee customer review platforms (responses only)

Experience & Skills

Complaints handling experience within insurance
Good understanding of regulatory requirements
Strong communication and problem-solving skills
Highly organised with excellent attention to detail
Customer-focused, empathetic, and resilient
Able to manage multiple cases effectively
Proficient in Microsoft Word and Excel

Opportunity

An excellent opportunity to lead a key function and drive improvements in customer experience within a dynamic environment.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website