Senior Complaints Executive

Senior Complaints ExecutiveMy client is an innovative insurance provider specialising in Travel, and Ticket Protection, with over 25 years'' industry experience and a strong focus on digital, customer-first solutions.The RoleI am seeking an experienced Senior Complaints Executive to take ownership of complaints handling across the business. You''ll manage cases end-to-end, ensuring fair, timely resolutions while meeting regulatory standards. Reporting to the Group Compliance Manager, you''ll be the lead for all complaints activity.Key ResponsibilitiesManage and resolve complaints with professionalism and empathyConduct thorough investigations and provide clear written responsesEnsure compliance with FCA guidelines and internal processesAnalyse trends, produce reports, and support regulatory reportingRecommend improvements to reduce complaints and enhance customer experienceSupport and guide colleagues on best practicesMonitor and respond to customer reviews (e.g. Trustpilot, Google)About YouProven insurance and complaints handling experienceStrong understanding of FCA requirementsExcellent communication, analytical, and problem-solving skillsHighly organised, customer-focused, and resilientConfident, professional, and able to manage multiple casesProficient in Microsoft Word and ExcelWhy Join?A great opportunity to make a real impact in a dynamic, customer-focused environment that values innovation, collaboration, and continuous improvement.Please reach out to Alex in the ..... full job details .....