Senior Customer Service Executive

Senior Customer Service Executive

My 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 Role

I am seeking an experienced Senior Customer Service 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 Responsibilities

• Manage and resolve complaints with professionalism and empathy


• Conduct thorough investigations and provide clear written responses


• Ensure compliance with FCA guidelines and internal processes


• Analyse trends, produce reports, and support regulatory reporting


• Recommend improvements to reduce complaints and enhance customer experience


• Support and guide colleagues on best practices


• Monitor and respond to customer reviews (e.g. Trustpilot, Google)

• Proven insurance and complaints handling experience


• Strong understanding of FCA requirements


• Excellent communication, analytical, and problem-solving skills


• Highly organised, customer-focused, and resilient


• Confident, professional, and able to manage multiple cases


• Proficient in Microsoft Word and Excel

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 Southend office for an informal chat about this opportunity.

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