Senior Customer Relations Lead - Complex UK Complaints

aig; Croydon; On-site; GBP 52,000 - 64,000; Full time

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 manage high-risk, executive and vulnerable cases, ensuring fair outcomes, regulatory compliance and timely escalation to the Financial Ombudsman Service (FOS). You will provide oversight and guidance to complaint champions and claims teams, ensuring accurate records and robust remediation where needed.

Qualifications

• Substantial experience of handling complex complaints in UK general insurance or FCA-regulated financial services.
• Strong working knowledge of FCA DISP complaint-handling requirements, FOS processes and the practical application of fair and reasonable decision-making.
• Good understanding of the Consumer Duty, fair treatment of vulnerable customers, conduct risk, operational risk and complaint root cause analysis.
• Experience drafting senior-level final responses and assessing appropriate remediation and redress.
• Experience using complaint data and case insight to influence operational change.

Responsibilities

• Conduct thorough investigations of complex, high-risk complaints with impartiality and evidence-based outcomes.
• Liaise with internal teams and external bodies (FOS) to ensure timely resolutions and accurate case records.
• Draft clear, structured final responses, ensuring regulatory requirements and consumer rights are addressed.
• Perform root cause analysis to identify process improvements and governance actions.
• Support training, guidance and governance for complaint-handling across products and channels.

Skills

Complaint handling

Root cause analysis

Regulatory knowledge

Communication skills

Decision making

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 manage high-risk, executive and vulnerable cases, ensuring fair outcomes, regulatory compliance and timely escalation to the Financial Ombudsman Service (FOS). You will provide oversight and guidance to complaint champions and claims teams, ensuring accurate records and robust remediation where needed.