At a Glance
- Tasks: Manage complex customer complaints and conduct detailed investigations.
- Company: Leading global insurance organisation with a focus on customer relations.
- Benefits: Up to £300 per day, hybrid working, and immediate start available.
- Other info: Dynamic role with opportunities for professional growth.
- Why this job: Make a real difference in customer outcomes while ensuring compliance.
- Qualifications: Experience in general insurance and handling Ombudsman complaints.
The predicted salary is between 60000 - 78000 € per year.
We are currently supporting a leading global insurance organisation with the appointment of two Senior Customer Relations Officers on an initial 6-month contract basis. This position sits within the customer relations and complaints function, focusing on complex complaint investigations and Financial Ombudsman Service (FOS) referrals across general insurance products. The successful candidates will play a key role in delivering fair customer outcomes while ensuring regulatory compliance and maintaining high service standards.
Overview: The role is responsible for managing complex and escalated customer complaints from receipt through to resolution, including cases referred to the Financial Ombudsman Service. You will work closely with internal stakeholders, claims teams, underwriting and legal functions to investigate concerns thoroughly and deliver well-reasoned final responses in line with FCA requirements.
Day-to-Day Responsibilities:
- Managing a portfolio of complex and escalated complaints
- Handling Financial Ombudsman Service (FOS) cases end-to-end
- Conducting detailed investigations across multiple insurance products
- Drafting high-quality final response letters and case summaries
- Liaising with internal departments to obtain evidence and case information
- Ensuring complaints are handled within FCA and internal regulatory timeframes
- Identifying trends, root causes and potential conduct risks
- Supporting continuous improvement initiatives within customer relations processes
Essential Skillset:
- Strong experience within General Insurance
- Proven experience handling Ombudsman/FOS complaints
- Excellent written communication and investigation skills
- Strong understanding of FCA complaint handling regulations and DISP rules
- Ability to manage high volumes of complex casework independently
- Strong stakeholder management and decision-making capability
- Previous experience within insurer or large financial services environments preferred
Package:
- Initial 6-month contract
- Up to £300 per day
- Hybrid working – minimum 1 day per week in the Croydon office
- 37-hour working week
- Immediate start available
Customer Relations Officer employer: Insight Select
Join a leading global insurance organisation that prioritises employee growth and development, offering a dynamic work culture where your contributions directly impact customer satisfaction and regulatory compliance. With a hybrid working model based in Croydon, you will enjoy the flexibility of remote work while collaborating with a supportive team dedicated to delivering fair outcomes for customers. This role not only provides competitive pay but also the opportunity to enhance your skills in complex complaint management within a reputable industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Officer
✨Tip Number 1
Network like a pro! Reach out to your connections in the insurance industry, especially those who have experience with customer relations. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by brushing up on FCA regulations and complaint handling processes. We recommend practising common interview questions related to complex complaints and how you’ve resolved them in the past.
✨Tip Number 3
Showcase your skills! When you get the chance to meet potential employers, bring examples of your previous work, like case summaries or response letters. This will demonstrate your expertise in managing escalated complaints.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Relations Officer
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Relations Officer role. Highlight your experience with complex complaints and FOS cases, as this will show us you understand what we're looking for.
Show Off Your Writing Skills:Since excellent written communication is key for this role, ensure your application is clear, concise, and free of errors. We want to see how well you can articulate your thoughts, so make every word count!
Demonstrate Your Regulatory Knowledge:Familiarise yourself with FCA complaint handling regulations and DISP rules. Mention any relevant experience in your application to show us you're up to speed with the compliance side of things.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Insight Select
✨Know Your Stuff
Make sure you brush up on your knowledge of general insurance and the Financial Ombudsman Service. Familiarise yourself with FCA complaint handling regulations and DISP rules, as these will likely come up during the interview.
✨Showcase Your Experience
Prepare specific examples from your past roles where you've successfully managed complex complaints or handled FOS cases. This will demonstrate your capability and give the interviewer confidence in your skills.
✨Communicate Clearly
Since excellent written communication is key for this role, practice articulating your thoughts clearly and concisely. You might even want to draft a mock final response letter to showcase your writing skills.
✨Engage with Stakeholders
Highlight your experience in stakeholder management. Be ready to discuss how you've collaborated with different departments to resolve issues, as this will show your ability to work effectively within a team.
