Senior Customer Relations Executive

Location: Southend, Essex
Job Type: Full-Time, Office Based
Start Date: As soon as possible

Our client, a growing and innovative business, is seeking an experienced Senior Customer Relations Executive to take ownership of the complaints handling function and help deliver exceptional customer outcomes.

Reporting to the Group Compliance Manager, you will manage customer complaints from initial investigation through to resolution, ensuring all cases are handled fairly, professionally, and in line with FCA regulations. You will also analyse complaint trends, support regulatory reporting, and identify opportunities to improve customer experience and business processes.

• Manage customer complaints from start to finish.
• Investigate cases and provide clear written responses.
• Ensure compliance with FCA regulations and internal procedures.
• Maintain accurate records and produce complaint reports.
• Liaise with external stakeholders, including Ombudsman services where required.
• Identify trends and recommend service improvements.
• Support and advise colleagues on complaint handling best practice.
• Monitor and respond to customer feedback on review platforms.

• Strong understanding of FCA complaint-handling requirements.
• Previous complaints handling experience within a highly regulated environment.
• Claims experience is advantageous.
• Excellent communication, investigation, and problem-solving skills.
• Customer-focused with a professional and empathetic approach.
• Strong organisational skills and attention to detail.
• Proficient in Microsoft Word and Excel.

This is an excellent opportunity to join a customer-focused organisation where you can make a real impact on customer experience, regulatory compliance, and continuous improvement.

Apply today to find out more about this exciting opportunity.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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