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) About You • 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 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.