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For Companies At a Glance
- Tasks: Manage customer complaints, ensuring fair resolutions and maintaining accurate records.
- Company: Dynamic insurance company focused on customer experience and regulatory compliance.
- Benefits: Competitive daily rate, hybrid work model, and opportunities for professional growth.
- Why this job: Make a real difference in customer satisfaction while developing your skills in a supportive environment.
- Qualifications: Experience in complaint handling within insurance and knowledge of FCA regulations.
- Other info: Join a team dedicated to improving customer experiences and driving positive change.
The predicted salary is between 60000 - 84000 £ per year.
Job Description
£290 per day Umbrella Croydon - Hybrid (Croydon) Until end of Aug 2026
Responsibilities:
- Effective management of a complaint caseload with maintenance of accurate and timely records.
- Undertake comprehensive assessments of the merits of each complaint, including the consequences of such assessments and taking active steps to ensure that fair and balanced conclusions are reached for the customer whilst also managing any reputational issues to AEL.
- Timely production of "Final Response Letters" aimed at clearly detailing the rationale behind the decision reached whilst advising the customer of his/her FOS referral rights.
- Negotiation of compensatory benefits with internal and external complaint champions, complainants and the FOS.
- Highlight complaint trends and operation process improvement suggestions/solutions to the Head of Customer Experience once identified following the resolution of the complaint.
- Undertake effective root cause analysis tasks as requested by the Head of Customer Relations.
- Contribute to the production of Treating Customers Fairly (TCF) Bulletins and raising any conduct issues that may be identified as a result of complaint handling trends.
- Support in monitoring internal/external adherence to the AIG UK's complaint handling procedure/regulations.
- Support the Head of Customer Relations on various initiatives and projects, to include deputising in their absence.
- To carry out all accountabilities and objectives within the framework of AIG UK's TCF policy.
- Maintain an up to date awareness of regulatory developments not limited to the Complaint (DISP) environment and escalating any concerns/updates as required.
- Participate, when required, in departmental initiatives in order to provide value to the UK business including (but not limited to) complaint training, presentations and knowledge sharing exercises in order to support and influence.
- Play an active role in identifying and improving our customers experience through group and individual efforts; to review and recommend improvements based upon complaint experiences.
- Participate in oversight and introduction of any internal Team procedures.
- Reviewing all Final Response Letters escalated by the complaint champion network to ensure a fair outcome is being reached and the quality of the communication being sent is accurate.
- Offering guidance and advice to the complaint champion network when they are attempting to resolve a complaint within 3-business days.
- Working with the FOS when cases have been escalated to them for their review/investigation; providing case file information, with assistance from the CRT admin, to assist them with forming their objective decision on the case.
- Effective diary management of complaint cases which involves sending reminders to the complaint champion network to ensure regulatory deadlines are not overlooked.
- Redirection of communication received within CRU to ensure it is being handled appropriately by the relevant line of business in CRT Admin absence.
Experience & Qualifications Required:
- Solid knowledge and awareness of the FCA regulatory Framework for complaints handling and principles relating to TCF.
- Solid complaint handling experience within an insurance company, especially a claims environment.
- A sound understanding of the FOS and its associated procedures and practices.
Senior Customer Relations Manager in Croydon employer: Experis IT
Contact Detail:
Experis IT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Relations Manager in Croydon
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Tailor your answers to show how your experience aligns with their goals, especially around customer relations and complaint handling.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources to get comfortable with common questions. Focus on articulating your experience in managing complaints and improving customer experiences.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Senior Customer Relations Manager in Croydon
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Relations Manager role. Highlight your experience in complaint handling and any relevant knowledge of FCA regulations. We want to see how your skills match what we're looking for!
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your ability to manage complaints effectively. Use numbers or examples to illustrate how you’ve improved processes or resolved complex issues in the past. This helps us see the impact you've made!
Be Clear and Concise: When writing your application, keep it clear and to the point. Avoid jargon unless it's relevant to the role. We appreciate straightforward communication, especially since you'll be dealing with complaints and need to convey information clearly.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll find all the details you need about the position there!
How to prepare for a job interview at Experis IT
✨Know Your Complaints Inside Out
Make sure you brush up on your knowledge of the FCA regulatory framework and the principles of Treating Customers Fairly (TCF). Be ready to discuss specific complaint handling scenarios you've encountered in your previous roles, especially within an insurance or claims environment.
✨Showcase Your Negotiation Skills
Prepare examples that highlight your negotiation skills, particularly when it comes to compensatory benefits. Think about times when you successfully reached a fair resolution for a customer while also protecting the company's reputation.
✨Demonstrate Your Analytical Mindset
Be prepared to talk about your experience with root cause analysis. Share instances where you've identified trends in complaints and suggested process improvements. This shows that you’re proactive and focused on enhancing the customer experience.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly, especially when discussing complex topics like Final Response Letters and FOS referrals. Clear communication is key in this role, so make sure you can explain your rationale behind decisions effectively.