At a Glance
- Tasks: Manage customer complaints and ensure fair outcomes while maintaining compliance.
- Company: Reputable insurance organisation with a focus on customer experience.
- Benefits: Competitive day rate, hybrid working, and opportunities for professional growth.
- Other info: Join a dynamic team dedicated to improving customer experiences.
- Why this job: Make a real difference in customer relations and enhance service quality.
- Qualifications: Experience in complaint handling within the insurance sector and strong communication skills.
The predicted salary is between 60000 - 78000 £ per year.
A well-established organisation within the insurance sector is seeking an experienced Senior Customer Relations Officer to join their customer experience team. This role is ideal for someone with strong complaints handling expertise who is confident managing complex cases while ensuring fair outcomes for customers and maintaining regulatory compliance.
Responsibilities
- Manage and investigate a caseload of customer complaints, ensuring accurate records and timely resolution.
- Conduct detailed complaint assessments and provide balanced outcomes that consider both customer impact and business reputation.
- Draft clear and comprehensive Final Response Letters, outlining investigation findings and informing customers of their FOS referral rights.
- Liaise with internal teams, complaint champions, and the Financial Ombudsman Service (FOS) to negotiate and resolve cases.
- Identify complaint trends and contribute to root cause analysis and service improvement initiatives.
- Ensure complaint handling processes remain compliant with FCA regulatory frameworks and Treating Customers Fairly (TCF) principles.
- Provide guidance to internal teams on complaint resolution and regulatory requirements.
- Support departmental projects, initiatives, and reporting to improve the overall customer experience.
About You
- Strong experience handling complaints within the insurance industry, ideally within a claims environment.
- Good knowledge of the FCA complaint handling framework and DISP regulations.
- Solid understanding of the Financial Ombudsman Service (FOS) processes and practices.
- Excellent written communication skills, particularly in producing formal response letters.
- Strong analytical skills with the ability to conduct root cause analysis and identify service improvements.
- Ability to manage multiple cases while meeting strict regulatory deadlines.
What's on Offer
- Competitive day rate of approximately £300 per day (umbrella).
- Hybrid working arrangement, with flexibility considered for the right candidate.
- Opportunity to work within a highly respected organisation and contribute to improving customer experience and regulatory compliance.
Senior Customer Relations employer: Insight Select
Join a well-established organisation in the insurance sector that values its employees and fosters a supportive work culture. With a competitive day rate and hybrid working options, this role offers you the chance to make a meaningful impact on customer experience while benefiting from opportunities for professional growth and development. Be part of a team that prioritises regulatory compliance and customer satisfaction, all within the vibrant community of Croydon.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Relations
✨Get Involved in Insurance Networks
Join industry-specific forums and networks like the Chartered Insurance Institute (CII) or participate in local insurance meetups. These are great places to connect with potential clients and other freelancers who might need your expertise. Plus, you’ll stay up to date with market trends and insights that could help you land more gigs!
✨Showcase Your Expertise Online
Craft a solid online presence by sharing articles, insights, or case studies related to your insurance niche on platforms like LinkedIn or your own blog. This will not only demonstrate your knowledge but also make you more visible to companies like Insight Select looking for freelance insurance pros.
✨Leverage Remote Work Platforms
Sites like Upwork and Freelancer can be goldmines for freelance insurance work. Create a killer profile that highlights your skills and experiences, then actively bid on insurance projects. It’s a great way to build your portfolio and gain client testimonials.
✨Use Personal Connections
Sometimes it’s all about who you know! Let friends, family, and past colleagues know you’re freelancing in the insurance field. They can connect you with potential clients or even recommend you for projects directly. Personal referrals can be a powerful way to get your foot in the door!
We think you need these skills to ace Senior Customer Relations
Some tips for your application 🫡
Show Us Your Insurance Savvy:For a freelance role in insurance, we want to see your expertise shine through. Make sure to highlight any relevant experience in underwriting, claims, or risk assessment in your CV. If you’ve got certifications like the CII or anything similar, slap those on there too!
Craft a Killer Portfolio:Your portfolio should showcase your best work, especially if you've tackled projects in policy writing, risk management, or insurance analytics. Include case studies or examples of your contributions in the insurance sector to give us a clear picture of what you can do!
Rates and Availability Matter:As a freelancer, it’s crucial to be upfront about your rates and availability. When applying, include a brief note about your expected hourly or project-based rates, and let us know how much time you can dedicate to this role. Transparency will help us plan better!
Tailor Your Application:Don't just copy-paste your CV and cover letter! We appreciate when you take the time to tailor your application to Insight Select and the Senior Customer Relations role. Mention why you’re drawn to working with us specifically and how your skills will benefit our team in the insurance field.
How to prepare for a job interview at Insight Select
✨Show Off Your Knowledge of Insurance Tools
When you're freelancing in the insurance realm, it's crucial to demonstrate familiarity with industry-standard tools like Actuarial Software or Claims Management Systems. Brush up on how you've used these in your past work or studies, so you can confidently discuss how they'd be beneficial to Insight Select.
✨Prepare Your Portfolio of Past Work
For a freelance gig, your portfolio speaks volumes! Gather examples of previous projects—like insurance policy analyses, risk assessments, or client presentations—that showcase your skills and experience in the field. Be ready to walk through these examples at the interview to demonstrate your value.
✨Understand the Freelance Expectations
Freelancing often means more of a project-based approach, so be prepared to discuss your availability and how you manage multiple clients. Since you’ll likely need to fit into existing workflows at Insight Select, clarify how you can adapt to their processes and help fill gaps in their current operations.
✨Anticipate Scenario-Based Questions
Expect the interviewers to put you on the spot with real-life insurance scenarios—like claims processing or risk mitigation situations. They want to see how you think on your feet. Practice articulating your thought processes clearly and confidently to show them you can handle the unpredictable nature of the industry.
