At a Glance
- Tasks: Manage complex customer complaints and conduct detailed investigations.
- Company: Leading global insurance organisation with a focus on customer satisfaction.
- Benefits: Competitive pay, hybrid work model, and opportunity for professional growth.
- Other info: Join a dynamic team dedicated to delivering fair outcomes.
- Why this job: Make a real difference in customer experiences while ensuring compliance.
- Qualifications: Experience in customer relations and strong problem-solving skills.
The predicted salary is between 66000 - 66000 € 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 in accordance with regulatory requirements
Senior Customer Relations Officer in London employer: Insight Select
Join a leading global insurance organisation that prioritises employee development and offers a supportive hybrid work culture in Croydon. With competitive pay and a focus on delivering fair customer outcomes, you will have the opportunity to grow your skills in complaint management while working alongside dedicated professionals committed to regulatory compliance and high service standards.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Relations Officer in London
✨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 a Senior Customer Relations Officer role. 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 those interviews by brushing up on your complaint handling skills. Think about specific examples from your past experiences where you successfully resolved complex issues. This will show potential employers that you’re ready to tackle the challenges of the role head-on.
✨Tip Number 3
Don’t forget to research the company! Understanding their values, culture, and recent news can give you an edge during interviews. Plus, it shows that you’re genuinely interested in being part of their team.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you a better chance of getting noticed. So, get your application in and let’s land that job together!
We think you need these skills to ace Senior Customer Relations Officer in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Customer Relations Officer role. Highlight your experience with complex complaints and any relevant regulatory knowledge. 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. Share specific examples of how you've handled escalated complaints or worked with the Financial Ombudsman Service in the past.
Showcase Your Communication Skills:As a Senior Customer Relations Officer, strong communication is key. In your application, demonstrate your ability to draft clear and concise responses. We love seeing well-structured letters that reflect your attention to detail!
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. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Insight Select
✨Know Your Stuff
Make sure you understand the ins and outs of customer relations, especially in the insurance sector. Brush up on the Financial Ombudsman Service (FOS) processes and be ready to discuss how you've handled complex complaints in the past.
✨Showcase Your Investigation Skills
Prepare examples that highlight your ability to conduct thorough investigations. Think about specific cases where you’ve navigated tricky situations and how you collaborated with different teams to reach a resolution.
✨Communicate Clearly
Since you'll be drafting final response letters, practice articulating your thoughts clearly and concisely. During the interview, focus on how you can convey complex information in an understandable way, as this will be crucial in your role.
✨Demonstrate Compliance Awareness
Familiarise yourself with FCA requirements and regulatory compliance standards. Be prepared to discuss how you ensure adherence to these regulations in your work, as this will show your commitment to delivering fair customer outcomes.
