Senior Complaints Executive

Senior Complaints 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 Complaints 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.