Senior Customer Relations Officer

Senior Customer Relations Officer – 290 per day (Umbrella) – Croydon (Hybrid) – 6 Month Contract

Summary

Our client is searching for a Senior Customer Relations officer to join their team in Croydon. In this role you will manage end‑to‑end complaint cases in line with regulatory requirements and ensure fair, balanced outcomes for customers.

Accountabilities for the role

• Effectively manage a complaint caseload while maintaining accurate and timely records.
• Undertake comprehensive assessments of each complaint’s merits and consequences, ensuring fair and balanced conclusions for the customer while managing any reputational issues to AEL.
• Produce timely “Final Response Letters” that clearly detail the rationale behind decisions and advise the customer of their FOS referral rights.
• Negotiate compensatory benefits with internal and external complaint champions, complainants and the FOS.
• Highlight complaint trends and propose operational process improvements to the Head of Customer Experience once identified following resolution.
• Conduct root cause analysis tasks as requested by the Head of Customer Relations.
• Contribute to the production of Treating Customers Fairly (TCF) bulletins and raise any conduct issues identified from complaint handling trends.
• Support monitoring of internal and external adherence to the Client’s UK complaint handling procedures and regulations.
• Maintain awareness of regulatory developments in the DISP environment and elevate concerns or updates as required.
• Participate in departmental initiatives such as complaint training, presentations and knowledge sharing to provide value to the UK business.
• Actively review and recommend improvements to customer experience based on complaint findings.
• Review all final response letters escalated by the complaint champion network to ensure fairness and communication quality.
• Provide guidance and advice to the complaint champion network when resolving a complaint within three business days.
• Collaborate with the FOS on escalated cases, supplying necessary case file information to support objective decision‑making.
• Redirect communication received within CRU to the appropriate line of business in the absence of CRT Admin.

Experience & Qualifications Required

• Solid knowledge and awareness of the FCA regulatory framework for complaint handling and TCF principles.
• Significant complaint handling experience within an insurance company, especially in a claims environment.
• Sound understanding of the FOS and its associated procedures and practices.

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