Senior Customer Relations Officer

AIG; Greater London; Sur place; GBP 60 000 - 85 000; Plein temps

Avantages offerts par ce poste

Total Rewards Program

Health & well-being benefits

Professional development

Résumé du poste

AIG in London seeks a Senior Customer Relations Officer to lead investigations of complex complaints, including high‑risk, executive, and FOS‑referred cases across the UK. The role emphasizes fair outcomes, evidence-based conclusions and timely remediation.

You will work to ensure compliance with FCA DISP, Consumer Duty and data protection, while engaging with stakeholders to implement practical solutions in a primarily office‑based setting.

Qualifications

• Extensive experience handling complex complaints in UK general insurance or FCA-regulated financial services.
• Strong working knowledge of FCA DISP complaint-handling requirements and FOS processes.
• Understanding of Consumer Duty, fair treatment of vulnerable customers, conduct risk, and root cause analysis.
• Excellent ability to distill complex information into a clear, proportionate conclusion.
• Clear written and verbal communication, with ability to adapt to audiences.
• Proven ability to influence and constructively challenge stakeholders.

Responsabilités

• Manage a portfolio of complex, high-risk, executive, media, vulnerable‑customer and FOS‑referred complaints from receipt through to closure, prioritising cases according to customer harm, regulatory risk and deadline.
• Investigate complaints competently, diligently and impartially, obtaining and assessing all relevant evidence and reaching fair, consistent and evidence‑based outcomes.
• Determine proportionate remedial action and redress, including correction of the underlying issue, interest or compensation where appropriate, and ensure accepted remedies are implemented promptly and accurately.
• Provide proportionate quality assurance and approval of complex or escalated complaint responses, focusing on fairness, accuracy, clarity, consistency and evidential support.
• Support early resolution where this is in the customer’s interests, without allowing speed or commercial pressure to compromise a fair investigation or complete record.
• Use the complaints management system and connected records accurately and consistently, recommending improvements where controls, workflow or reporting are not fit for purpose.
• Handle personal and special‑category data in line with data protection, information security, retention and need-to-know requirements.

Connaissances

Complex complaints handling

FCA DISP knowledge

Consumer Duty understanding

Analytical decision making

Clear written/verbal communication

Stakeholder influence

Description du poste

Join us a Senior Customer Relations Officer

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

Make your mark in Customer Relations

We are seeking an experienced Senior Customer Relations Officer to investigate and resolve complex, sensitive and escalated complaints across the UK business. The role will deliver fair and timely customer outcomes, provide technical oversight and constructive challenge, support engagement with the Financial Ombudsman Service (FOS), and use complaint insight to address root causes and prevent recurrence.

How you will create an impact

• Manage a portfolio of complex, high-risk, executive, media, vulnerable‑customer and FOS‑referred complaints from receipt through to closure, prioritising cases according to customer harm, regulatory risk and deadline.
• Investigate complaints competently, diligently and impartially, obtaining and assessing all relevant evidence and reaching fair, consistent and evidence‑based outcomes.
• Determine proportionate remedial action and redress, including correction of the underlying issue, interest or compensation where appropriate, and ensure accepted remedies are implemented promptly and accurately.
• Provide proportionate quality assurance and approval of complex or escalated complaint responses, focusing on fairness, accuracy, clarity, consistency and evidential support.
• Support early resolution where this is in the customer’s interests, without allowing speed or commercial pressure to compromise a fair investigation or complete record.
• Use the complaints management system and connected records accurately and consistently, recommending improvements where controls, workflow or reporting are not fit for purpose.
• Handle personal and special‑category data in line with data protection, information security, retention and need-to-know requirements.

What you’ll need to succeed

• Substantial experience of handling complex complaints in UK general insurance or another FCA‑regulated financial services environment, ideally including claims‑related complaints.
• 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.
• Strong analysis and decision‑making skills, with the ability to distil complex information and reach a clear, proportionate and defensible conclusion.
• Clear written and verbal communication, using plain English and adapting the approach to the audience.
• Ability to influence and constructively challenge experienced stakeholders while building support for practical solutions.

#LI-AIG

At AIG, we value in‑person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, well‑being and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far‑reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to [e-mail].

Functional Area:

LG - Legal, Regulatory & Gov’t Affairs

AIG Europe S.A. (U.K. Branch) & American International Group UK Ltd