Senior Complex Complaints Specialist - UK

AIG; Greater London; On-site; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Total Rewards Program

Health & well-being benefits

Professional development

Job summary

AIG in London seeks a Senior Customer Relations Officer to lead investigations of complex complaints, including high‑risk, executive, and FOS‑referred cases across the UK. The role emphasizes fair outcomes, evidence-based conclusions and timely remediation.

You will work to ensure compliance with FCA DISP, Consumer Duty and data protection, while engaging with stakeholders to implement practical solutions in a primarily office‑based setting.

Qualifications

• Extensive experience handling complex complaints in UK general insurance or FCA-regulated financial services.
• Strong working knowledge of FCA DISP complaint-handling requirements and FOS processes.
• Understanding of Consumer Duty, fair treatment of vulnerable customers, conduct risk, and root cause analysis.
• Excellent ability to distill complex information into a clear, proportionate conclusion.
• Clear written and verbal communication, with ability to adapt to audiences.
• Proven ability to influence and constructively challenge stakeholders.

Responsibilities

• Manage a portfolio of complex, high-risk, executive, media, vulnerable‑customer and FOS‑referred complaints from receipt through to closure, prioritising cases according to customer harm, regulatory risk and deadline.
• Investigate complaints competently, diligently and impartially, obtaining and assessing all relevant evidence and reaching fair, consistent and evidence‑based outcomes.
• Determine proportionate remedial action and redress, including correction of the underlying issue, interest or compensation where appropriate, and ensure accepted remedies are implemented promptly and accurately.
• Provide proportionate quality assurance and approval of complex or escalated complaint responses, focusing on fairness, accuracy, clarity, consistency and evidential support.
• Support early resolution where this is in the customer’s interests, without allowing speed or commercial pressure to compromise a fair investigation or complete record.
• Use the complaints management system and connected records accurately and consistently, recommending improvements where controls, workflow or reporting are not fit for purpose.
• Handle personal and special‑category data in line with data protection, information security, retention and need-to-know requirements.

Skills

Complex complaints handling

FCA DISP knowledge

Consumer Duty understanding

Analytical decision making

Clear written/verbal communication

Stakeholder influence

Job description

AIG in London seeks a Senior Customer Relations Officer to lead investigations of complex complaints, including high‑risk, executive, and FOS‑referred cases across the UK. The role emphasizes fair outcomes, evidence-based conclusions and timely remediation.

You will work to ensure compliance with FCA DISP, Consumer Duty and data protection, while engaging with stakeholders to implement practical solutions in a primarily office‑based setting.