Description The Customer Care Champion will act as the first point of contact for customers who raise complaints or concerns, ensuring that every interaction is handled with empathy, professionalism, and a commitment to fair and timely resolution. This role plays a vital part in enhancing the customer experience, maintaining strong client relationships, and supporting continuous improvement across the business. The postholder will also manage a small WIP of complex or sensitive complaints that require specialist handling, ensuring these are resolved efficiently and in line with regulatory and company standards. Responsibilities Customer Communication Act as the first point of contact for customers with complaints, communicating via phone and email in a professional and empathetic manner. Understand customer concerns and work to provide clear, effective solutions. Conduct follow-up calls with customers who have previously raised complaints to ensure satisfaction and closure. Investigation & Resolution Investigate complaints thoroughly and impartially, gathering relevant information from internal systems, colleagues, and external parties as required. Manage a small portfolio of complex or sensitive complaints, ensuring these are handled with a high level of care and attention. Resolve complaints in line with company policies, FCA regulatory guidelines (including Treating Customers Fairly principles), and internal service standards. Complete all required documentation accurately before closing complaints on the internal claims system. Collaboration & Relationship Building Liaise with other departments, senior management, and external stakeholders (including insurers and the Financial Ombudsman Service) to facilitate effective complaint resolution. Attend weekly Teams calls with clients to discuss escalated or distressed claims, ensuring updates and actions are clearly communicated. Meet with clients periodically to promote collaboration, share insights, and strengthen working relationships. Escalate serious issues or breaches of procedure to the appropriate team or management as necessary. Administration & Reporting Maintain accurate and confidential records of all complaints and their resolutions within the company system. Keep complaint trackers up to date with relevant information, ensuring data accuracy and visibility for management. Produce management information and statistics relating to complaints performance, themes, and trends. Identify recurring issues and recommend process improvements to enhance customer satisfaction and operational efficiency. Qualifications Key Skills & Attributes Strong written and verbal communication skills, with an empathetic and customer-focused approach. Excellent investigative, problem-solving, and decision-making skills. Ability to remain calm, professional, and impartial under pressure. Highly organised with strong attention to detail. Confident working collaboratively with clients and colleagues at all levels. Proficient in Microsoft Office applications and internal tracking systems. Understanding of FCA regulations and complaint handling procedures (desirable). Experience & Qualifications Previous experience in a customer service, complaints handling, or claims environment (essential). Experience within insurance, loss adjusting, or financial services (advantageous). Understanding of the Treating Customers Fairly principles and complaint resolution best practice (preferred).