Senior Customer Relations Executive

Senior Customer Relations Executive Southend Full-Time Office Based £30,000 - £35,000 PA We are recruiting for an experienced Senior Customer Relations Executive to take ownership of the complaints handling function within a growing local business. This role is ideal for someone with strong complaints experience, excellent customer service skills, and a good understanding of FCA regulations. Key Responsibilities: Manage customer complaints from initial receipt through to resolution. Investigate complaints and review claims, policies, and supporting documentation. Produce clear, professional written responses to customers. Ensure complaints are handled in line with FCA regulations and company procedures. Maintain accurate complaint records and audit trails. Analyse complaint trends and produce management reports. Liaise with external parties, including the Financial Ombudsman Service and insurers where required. Identify recurring issues and recommend process improvements. Support continuous improvement initiatives to enhance the customer experience. Monitor and respond to customer feedback across online review platforms. Provide guidance and support to colleagues on complaint handling. Promote a customer-focused approach across the business. Skills and Experience: Previous insurance complaints handling experience is essential. Claims handling experience is advantageous. Good understanding of FCA complaint handling regulations. Strong investigative and ..... full job details .....