Senior Customer Relations Officer in London

Overview

In this role you will lead complex UK complaint investigations to deliver fair, timely outcomes. You’ll oversee high-risk and escalated cases, ensure regulatory compliance, and provide oversight across FOS engagement and remediation. You’ll use complaint insights to drive root-cause actions and prevent recurrence, while guiding colleagues and stakeholders. The position sits within a customer relations context focused on safeguarding customers and upholding regulatory standards.

Pay / Benefits

• leave for personal, health, family, and military needs
• volunteer program (Giving Back)
• tuition reimbursement
• Total Rewards program focused on health, wellbeing and development
• in-office collaboration culture
• equal opportunity employer

Responsibilities

• Manage a portfolio of complex, high‑risk and escalated complaints from receipt to closure, prioritising by harm and deadlines
• Investigate evidence-based outcomes with impartial judgment, considering policy terms, regulation and internal standards
• Determine appropriate remedial action and ensure timely implementation of redress
• Prepare clear communications and final responses addressing material issues and FOS information
• Maintain auditable case records and meet regulatory timescales (3-business-day summary, 8-week deadline)
• Identify vulnerability and adjust communications to accessibility needs
• Provide quality assurance and challenge to other teams on complaint handling and regulatory requirements
• Deputise for Head of Customer Relations or UK Complaints Lead when needed and support training/knowledge sharing
• Own or support FOS cases, ensuring timely, well-organised case files and representations
• Conduct meaningful root-cause analyses to identify systemic issues and drive corrective actions
• Contribute to regulatory reporting, governance, and data quality for FCA/Consumer Duty
• Handle complaints data with the complaints system, ensuring data quality and appropriate data protection
• Escalate material issues or governance concerns per internal processes

Key requirements

• Substantial experience handling complex complaints in UK general insurance or FCA-regulated environment
• Strong knowledge of FCA DISP requirements and FOS processes
• Understanding of Consumer Duty, vulnerable customers, conduct risk and complaint root cause analysis
• Experience drafting senior-level final responses and assessing remediation
• Experience using complaint data to influence operational change
• Regulatory reporting or governance exposure desirable
• Relevant professional qualification or CPD in insurance, complaints or regulation desirable

• Customer judgment
• Analytical decision-making
• Clear written and verbal communication
• FCA DISP complaint-handling knowledge
• FOS processes and decision-making practices
• Root cause analysis and data-driven insights