Senior Customer Relations Executive

One to One personnel Limited; Shoeburyness; On-site; GBP 30,000 - 35,000; Full time

Job summary

One to One Personnel Limited in Southend is seeking a Senior Customer Relations Executive to own the complaints handling function within a growing local business. You will manage complaints end-to-end, ensuring FCA compliance, and produce clear written responses while maintaining thorough records.

The role emphasizes investigation, reporting, and continual service improvements, with a focus on customer care and timely resolution in a busy, office-based environment.

Qualifications

• Experience handling insurance complaints is essential.
• Strong knowledge of FCA complaint handling regulations.
• Excellent investigative and analytical skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple cases and meet deadlines.

Responsibilities

• Manage customer complaints from initial receipt through to resolution.
• Investigate complaints and review claims, policies, and supporting documentation.
• Produce clear, professional written responses to customers.
• Ensure complaints are handled in line with FCA regulations and company procedures.
• Maintain accurate complaint records and audit trails.
• Analyse complaint trends and produce management reports.
• Liaise with external parties, including the Financial Ombudsman Service and insurers where required.
• Identify recurring issues and recommend process improvements.
• Support continuous improvement initiatives to enhance the customer experience.
• Monitor and respond to customer feedback across online review platforms.
• Provide guidance and support to colleagues on complaint handling.
• Promote a customer-focused approach across the business.

Skills

Insurance complaints handling

FCA regulations knowledge

Investigation skills

Written communication

Time management

Independent working

Tools

Microsoft Word

Microsoft Excel

Job description

Senior Customer Relations Executive

Southend | Full-Time | Office Based | £30,000 - £35,000 PA

We are recruiting for an experienced Senior Customer Relations Executive to take ownership of the complaints handling function within a growing local business. This role is ideal for someone with strong complaints experience, excellent customer service skills, and a good understanding of FCA regulations.

Key Responsibilities:

• Manage customer complaints from initial receipt through to resolution.
• Investigate complaints and review claims, policies, and supporting documentation.
• Produce clear, professional written responses to customers.
• Ensure complaints are handled in line with FCA regulations and company procedures.
• Maintain accurate complaint records and audit trails.
• Analyse complaint trends and produce management reports.
• Liaise with external parties, including the Financial Ombudsman Service and insurers where required.
• Identify recurring issues and recommend process improvements.
• Support continuous improvement initiatives to enhance the customer experience.
• Monitor and respond to customer feedback across online review platforms.
• Provide guidance and support to colleagues on complaint handling.
• Promote a customer-focused approach across the business.

Skills & Experience:

• Previous insurance complaints handling experience is essential.
• Claims handling experience is advantageous.
• Good understanding of FCA complaint handling regulations.
• Strong investigative and analytical skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple cases and meet deadlines.
• Professional, empathetic, and impartial approach to resolving complaints.
• Strong organisational and problem-solving skills.
• Confident using Microsoft Word and Excel.
• Positive, proactive, and able to work independently.

What's on Offer:

• Full-time, Monday to Friday, office-based position.
• Opportunity to take ownership of the complaints function.
• Supportive and collaborative working environment.
• Chance to contribute to business improvements and customer experience initiatives.

If you have the relevant skills for this role, please contact One to One Personnel on 01702 464 444 or email Julie or Aimee at [e-mail] or [e-mail].