Senior Customer Relations Executive

Pier Insurance Group is a pioneering and entrepreneurial company specialising in Gadget and Travel insurance as well as Ticket protection via Ticket Plan Ltd.

We have long established relationships with key business partners as well as growing our B2C brands ‘Loveit Coverit’ & ‘Mobile Phone Insurance Direct’.

We are committed to providing cutting edge tailored insurance solutions to both B2B and B2C customers through hassle free digital platforms that provide seamless customer experiences.

Pier is pioneering the way insurance is perceived and has a passion for innovation and disrupting the traditional insurance models.

With 25+ years’ experience in our core sectors, we continue to lead the market with innovative solutions that put our customers first.

Our company culture is built on a foundation of authenticity, transparency, and empowerment with a key focus on growth.

We believe in creating an environment where individuals can be their true selves, share their ideas openly, and work collaboratively.

At Pier, we encourage curiosity and innovation creating an atmosphere where creativity and forward-thinking are celebrated.

Overview

We are seeking an experienced and motivated Senior Customer Relations Executive to lead the effective handling of customer complaints and feedback within our business.

This role combines exceptional customer service with robust complaint resolution expertise, ensuring all issues—including formal complaints and negative reviews—are managed fairly, promptly, and in line with regulatory requirements.

The successful candidate will be customer-focused, detail-oriented, and proactive, with strong investigative skills and a balanced, empathetic approach.

Reporting directly to the Group Compliance Manager, this role will take full ownership of the complaints function.

The Group Compliance Manager will provide governance oversight but will not be operationally involved in complaints handling, making this role the definitive lead for that function.

Key Responsibilities

• Complaints Handling & Resolution
• Manage complaints end-to-end, ensuring timely, fair, and professional resolution
• Handle cases with empathy, sound judgement, and effective problem-solving
• Conduct thorough investigations, reviewing claim files, correspondence, and decisions
• Produce clear, well-reasoned written responses to customers
• Deliver a consistently high standard of customer service across all interactions
• Collaborate with internal teams to achieve effective and efficient resolutions
• Regulatory Compliance & Reporting
• Ensure all complaints are handled in accordance with regulatory requirements (e. g. FCA guidelines) and company policies
• Maintain accurate records, ensuring clear audit trails
• Analyse complaint trends and root causes, producing reports for senior management
• Liaise with external stakeholders (e. g. ombudsman services, underwriters) where required
• Work closely with the Compliance team on regulatory reporting (e. g. Consumer Duty, FCA returns)
• Process Improvement
• Identify recurring issues and recommend improvements to processes and customer experience
• Support the implementation of corrective actions to reduce complaint volumes
• Contribute to continuous improvement initiatives across the business
• Leadership & Operational Support
• Lead by example, demonstrating high standards of customer service, accuracy, and professionalism
• Foster a culture of continuous improvement and knowledge sharing
• Train and support colleagues on complaint handling and customer communication
• Promote a customer-centric mindset across the organisation
• Oversee customer feedback channels, including platforms such as Trustpilot and Google (responses only)
• Undertake additional responsibilities as required

Experience we are looking for

• Proven experience in insurance and complaints handling (claims experience desirable)
• A good understanding of regulatory requirements and complaint procedures
• Excellent investigative, analytical, and problem-solving skills
• Strong customer focus with a commitment to delivering exceptional service
• Excellent written and verbal communication skills
• Professional and confident telephone manner
• Strong organisational skills with the ability to manage multiple cases effectively
• Ability to remain impartial, take ownership, and demonstrate empathy
• Curious and proactive mindset with a drive to learn and improve
• Positive, resilient, and adaptable in a fast-paced environment
• Ability to lead by example and positively influence others
• Strong sense of accountability and ownership
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