Senior Customer Relations Lead — Insurance Complaints

Policy Expert Claims; Tonbridge; On-site; GBP 28,000 - 30,000; Full time

Benefits offered by this job

On-site gym

Free on-site parking

Free on-site breakfast bar

Complimentary on-site snacks and soft,

Discretionary performance related

Birthday leave

Job summary

Policy Expert Claims is seeking a compliant and customer-focused professional in Tonbridge to assist the Customer Relations Manager with handling complaints to a high standard and achieving positive outcomes with the Financial Ombudsman Service.

You will review escalated cases, conduct investigations, and support the team to deliver accurate Final Response Letters while upholding company procedures and regulatory requirements.

Qualifications

• Experience in a customer relations/complaints handling role within the insurance industry.
• Ability to manage multiple tasks and prioritise in a fast-paced environment.
• Comfort with policy and procedure compliance and documentation.

Responsibilities

• Review escalated complaints and complete investigations prior to Final Response Letter.
• Maintain a high FOS win rate.
• Mentor and develop team members to enhance skills.
• Provide technical and job related support ensuring company standards and compliance.

Skills

Time management

Verbal & written communication

Accuracy & attention to detail

PC literacy

Organizational skills

Customer empathy

Job description

Policy Expert Claims is seeking a compliant and customer-focused professional in Tonbridge to assist the Customer Relations Manager with handling complaints to a high standard and achieving positive outcomes with the Financial Ombudsman Service.

You will review escalated cases, conduct investigations, and support the team to deliver accurate Final Response Letters while upholding company procedures and regulatory requirements.