Senior Customer Relations Executive

Adecco; Southend-on-Sea; On-site; GBP 30,000 - 35,000; Full time

Job summary

Adecco in Southend is seeking a Senior Customer Relations Executive to lead the complaints function, resolve issues promptly, and drive customer satisfaction in a fully office-based role.

You will analyse trends, prepare insightful reports for senior management, and train colleagues in complaint handling and customer communication while ensuring compliance with regulatory requirements.

Qualifications

• Candidates with strong customer service background and experience handling complaints.
• Familiarity with regulatory requirements and compliance.
• Excellent written and verbal communication skills.
• Ability to analyse issues with empathy and sound judgement.

Responsibilities

• Manage complaints end-to-end with timely resolutions.
• Provide clear written responses to customers and stakeholders.
• Collaborate with internal teams to achieve outcomes.
• Ensure regulatory compliance and accurate record-keeping.
• Analyse trends and produce reports for senior management.
• Train colleagues on complaint handling and customer communication.
• Oversee customer feedback and drive improvements.

Skills

Customer service

Complaints handling

Regulatory knowledge

Written communication

Empathy

Problem solving

Tools

Microsoft Word

Microsoft Excel

Job description

Senior Customer Relations Executive

Southend

Monday to Friday - Fully Office Based

Up to £35,000 per annum

Join our client's dynamic team as a Senior Customer Relations Executive, where your expertise in customer service and complaint resolution will shine! This is an exciting opportunity to lead the complaints function and make a meaningful impact on customer experience.

Key Responsibilities:

• Manage complaints end-to-end, ensuring timely and professional resolutions.
• Approach cases with empathy and sound judgement.
• Conduct thorough investigations and provide clear written responses to customers.
• Collaborate with internal teams to achieve effective outcomes.
• Ensure compliance with regulatory requirements and maintain accurate records.
• Analyse trends and produce insightful reports for senior management.
• Liaise with external stakeholders as needed.
• Lead by example, fostering a culture of continuous improvement.
• Train colleagues on complaint handling and customer communication.
• Oversee customer feedback.

Experience We Are Looking For:

• Proven experience in insurance and complaints handling (claims experience is a plus).
• Strong understanding of regulatory requirements and excellent communication skills.
• Exceptional problem-solving abilities and a customer-focused mindset.
• Proficient in Microsoft Word and Excel with strong organisational skills.

If you're ready to take ownership of the complaints function and drive customer satisfaction in a supportive environment, we'd love to hear from you! Join us in making a positive impact today!

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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