Senior Customer Complaints Investigator

American International Group, Inc.; Greater London; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Leaves for personal/health/family

Volunteer time (Giving Back)

Tuition reimbursement

Learning and development opportunities

Job summary

American International Group, Inc. (AIG) is seeking a Senior Customer Relations Officer to investigate and resolve complex complaints across the UK.

You will oversee investigations, ensure fair outcomes, and engage with the Financial Ombudsman Service (FOS) while driving root cause improvements. You will advise, challenge, and support complaint champions across business areas, with emphasis on accuracy, timeliness and regulatory alignment.

Qualifications

• Substantial experience handling complex complaints in a FCA-regulated environment.
• Strong knowledge of FCA DISP processes and Fair Customer treatment.
• Experience drafting senior-level final responses and assessing remediation.

Responsibilities

• Investigate and resolve high-risk complaints from receipt to closure with timely communication.
• Provide QA and challenge to ensure fair, accurate and evidential outcomes.
• Liaise with FOS, regulatory bodies and internal stakeholders on investigations and remedies.
• Capture trends and root causes; contribute to governance and reporting.

Skills

Complex complaints handling

Regulatory/compliance knowledge

Analytical decision-making

Stakeholder influence

Communication skills

Cross-functional collaboration

Education

Insurance/regulatory CPD

Professional qualification in insurance

Tools

Complaints management system

Job description

American International Group, Inc. (AIG) is seeking a Senior Customer Relations Officer to investigate and resolve complex complaints across the UK.

You will oversee investigations, ensure fair outcomes, and engage with the Financial Ombudsman Service (FOS) while driving root cause improvements. You will advise, challenge, and support complaint champions across business areas, with emphasis on accuracy, timeliness and regulatory alignment.