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

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• Manage and resolve complaints with professionalism and empathy
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• Conduct thorough investigations and provide clear written responses
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• Ensure compliance with FCA guidelines and internal processes
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• Analyse trends, produce reports, and support regulatory reporting
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• Recommend improvements to reduce complaints and enhance customer experience
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• Support and guide colleagues on best practices
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• Monitor and respond to customer reviews (e.g. Trustpilot, Google)
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About You

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• Proven insurance and complaints handling experience
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• Strong understanding of FCA requirements
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• Excellent communication, analytical, and problem-solving skills
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• Highly organised, customer-focused, and resilient
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• Confident, professional, and able to manage multiple cases
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• Proficient in Microsoft Word and Excel
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Why Join?

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.