Customer Relations Executive
An established and highly regarded financial services business is seeking a Customer Relations Executive to join its Customer Relations team. This role offers the opportunity to play a key part in the investigation and resolution of customer complaints within a regulated environment, ensuring excellent customer outcomes and adherence to FCA regulations.
The Role
Reporting to the Customer Relations Manager, you will provide technical and administrative support in the handling of complaints relating to insurance claims. You will manage complaint files from receipt through to final response, liaising with customers, solicitors, and internal stakeholders to ensure matters are resolved fairly, accurately, and within agreed service standards.
Key Responsibilities
*Investigate complaints and issue clear, compliant final responses
*Communicate with customers via telephone, email, and written correspondence
*Assist in coordinating complaint workloads across the team
*Support colleagues with complaint file management where required
*Handle complaints in line with FCA complaint-handling rules and internal procedures
*Correspond with external parties, including legal representatives and regulatory bodies
*Ensure complaint records and systems are accurate and up to date
*Adhere to complaint-handling processes agreed with corporate clients
*Maintain strong working relationships with insurer and internal clients
*Sign off compensation within agreed levels of authority
*Work to defined Key Performance Indicators (KPIs) and service standards
Compliance & Professional Standards
*Operate at all times in accordance with FCA regulations and company policies
*Complete mandatory training, role-specific training, and CPD requirements within set timeframes
*Actively participate in performance, conduct, and fitness & propriety processes
*Escalate risks, issues, or concerns appropriately and in a timely manner
*Undertake additional duties as required to support business needs
Skills, Experience & Knowledge
Essential
*Previous experience handling complaints (or similar customer-resolution work)
*Excellent verbal and written communication skills, including formal letter writing
*Outstanding telephone manner
*Strong organisational and time-management skills
*Ability to work independently and take ownership of tasks
*Proficiency in Microsoft Office
*High attention to detail
*Working knowledge of FCA complaint-handling rules
*Strong investigative and analytical skills
Desirable
*Degree-level education
*Knowledge of Legal Expenses Insurance
*Knowledge of Home Emergency Insurance
Personal Attributes
*Results-driven with a strong sense of ownership and accountability
*Adaptable, resilient, and comfortable working in a changing environment
*Customer-focused with a commitment to Treating Customers Fairly
*Risk-aware with the confidence to escalate issues when appropriate
*Collaborative, professional, and respectful in all interactions
*Committed to ongoing professional development and continuous improvement
Why Apply?
This is an excellent opportunity to join a well-established organisation offering a supportive environment, strong professional standards, and the chance to develop expertise within a regulated complaints function.