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 in London 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 a supportive environment that encourages continuous improvement and collaboration across teams. Enjoy the flexibility of hybrid working while being part of a company that values regulatory compliance and high service standards, making it an excellent place for meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Officer in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the insurance industry, especially those who work in 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 want you to be ready to showcase your expertise in managing complex complaints and delivering fair outcomes.
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values. Check out our website for roles that excite you and match your skills. Tailor your approach to show why you’re the perfect fit!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can keep you top of mind. Share any additional thoughts you have about the role or how you can contribute to their team.
We think you need these skills to ace Customer Relations Officer in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the role of Senior Customer Relations Officer. Highlight your experience with complex complaints and any work you've done with the Financial Ombudsman Service. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific examples of your previous work in customer relations and how you’ve handled escalated complaints. We love a good story!
Showcase Your Communication Skills:Since this role requires excellent written communication, make sure your application is clear and concise. Use professional language but keep it friendly. We want to see your personality come through while maintaining that professional edge!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about us and what we do!
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.
