Full job description

Senior Customer Relations ExecutiveSalary: £30,000 - £35,000
OverviewWe are seeking an experienced Senior Customer Relations Executive to take full ownership of the complaints process within a customer-focused organisation.
You will manage complaints end-to-end, ensuring fair, timely resolutions while meeting regulatory standards. This role requires strong investigative skills, attention to detail, and an empathetic, professional approach.
Key Responsibilities*Manage and resolve complaints efficiently and fairly
*Investigate cases and produce clear written responses
*Ensure compliance with regulatory requirements (e.g. FCA)
*Maintain accurate records and reporting
*Analyse trends and drive process improvements
*Liaise with internal teams and external stakeholders
*Support colleagues with complaint handling
*Oversee customer review platforms (responses only)
Experience & Skills*Complaints handling experience within insurance
*Good understanding of regulatory requirements
*Strong communication and problem-solving skills
*Highly organised with excellent attention to detail
*Customer-focused, empathetic, and resilient
*Able to manage multiple cases effectively
*Proficient in Microsoft Word and Excel
OpportunityAn excellent opportunity to lead a key function and drive improvements in customer experience within a dynamic environment.


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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