At a Glance
- Tasks: Manage complex customer complaints and ensure fair outcomes.
- Company: Leading global insurance organisation with a focus on customer relations.
- Benefits: Up to £330 per day, hybrid working, and immediate start.
- Other info: Join a dynamic team with opportunities for growth and improvement.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Experience in general insurance and handling Ombudsman complaints.
The predicted salary is between 66000 - 77000 € 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 £330 per day
- Hybrid working – minimum 1 day per week in the Croydon office
- 37-hour working week
- Immediate start available
Senior Customer Relations Officer in Fairfield employer: Insight Select
Join a leading global insurance organisation that prioritises employee development and offers a dynamic work culture in Croydon. With a focus on delivering fair customer outcomes, you will benefit from hybrid working arrangements, competitive daily rates, and opportunities for professional growth within a supportive team environment. This role not only allows you to tackle complex challenges but also contributes to continuous improvement initiatives, making it a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Relations Officer in Fairfield
✨Tip Number 1
Network like a pro! Reach out to your connections in the insurance industry and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of FCA regulations and complaint handling processes. We want you to be able to showcase your expertise and demonstrate how you can deliver fair customer outcomes.
✨Tip Number 3
Practice your communication skills! Since you'll be drafting high-quality responses and liaising with various stakeholders, being articulate and clear is key. Try mock interviews or even just chatting with friends about your experiences.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive and engaged in their job search.
We think you need these skills to ace Senior Customer Relations Officer in Fairfield
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior 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 position, 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. Being able to discuss specific cases or experiences where you've successfully navigated complex complaints will really impress.
✨Showcase Your Communication Skills
As a Senior Customer Relations Officer, you'll need to demonstrate excellent written and verbal communication skills. Prepare examples of how you've drafted high-quality final response letters or case summaries in the past. Practising clear and concise answers will help you convey your points effectively during the interview.
✨Highlight Your Stakeholder Management Experience
This role involves liaising with various internal departments, so be ready to discuss your experience in managing relationships with stakeholders. Think of specific instances where you've collaborated with claims teams, underwriting, or legal functions to resolve complaints. This will show that you can work well in a team and handle complex situations.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think about how you would approach a complex complaint or identify trends and root causes. Practising your thought process out loud can help you articulate your reasoning clearly during the interview.
