Senior Customer Relations OfficerLocation: Croydon (Hybrid working available) Rate: Approx. £300 per day (Umbrella) Contract Role A well-established organisation within the insurance sector is seeking an experienced Senior Customer Relations Officer to join their customer experience team. This role is ideal for someone with strong complaints handling expertise who is confident managing complex cases while ensuring fair outcomes for customers and maintaining regulatory compliance. The RoleYou will be responsible for managing a caseload of complex customer complaints from investigation through to resolution. Working closely with internal stakeholders and regulatory bodies, you will ensure all complaints are handled in line with FCA requirements while helping to improve processes and enhance the overall customer experience. Key Responsibilities Manage and investigate a caseload of customer complaints, ensuring accurate records and timely resolution. Conduct detailed complaint assessments and provide balanced outcomes that consider both customer impact and business reputation. Draft clear and comprehensive Final Response Letters, outlining investigation findings and informing customers of their FOS referral rights. Liaise with internal teams, complaint champions, and the Financial Ombudsman Service (FOS) to negotiate and resolve cases. Identify complaint trends and contribute to root cause analysis and service improvement initiatives...