Senior Customer Relations Executive

Location: Southend, EssexJob Type: Full-Time, Office BasedStart 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...