Senior Customer Relations Officer

Senior Customer Relations Officer
6-Month Contract | Hybrid – Croydon | Up to £330 per day

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