Customer Relations Specialist

Customer Relations Advisor – Insurance Compliance Location: Manchester (Hybrid - 2 days/week in office) Contract Duration: 6 Months (Potential for extension) Working Hours: Full-time (37.5 hours per week) Start Date: ASAP / Immediate (Short notice period preferred) About the Role Are you an experienced Customer Relations or Complaints Specialist with a solid background in insurance compliance? We are looking for a proactive and detail-oriented individual to join a dedicated Insurance Compliance team in Manchester. In this role, you will take full ownership of end-to-end complaint investigations and resolution. You will handle sensitive, high-risk, and complex cases, conducting thorough root cause analysis while ensuring all outcomes align strictly with regulatory frameworks and standards. Key Responsibilities

• Respond to customer contacts via appropriate channels including telephone, email, and web chat channels in line with company policy and procedure.
• Manage customer complaints through to resolution, in accordance with service standards, liaising with customers and suppliers/partners to investigate cases and implement effective decision-making skills to reach an appropriate outcome.
• Manage urgent, sensitive, or high-risk customer cases and prevent them from becoming complaints or escalated issues, whilst ensuring all customers are treated fairly in line with relevant standards.
• Make effective decisions on when to handle a case and when to escalate to Support Agents and/or CS Management for support and/or authorisation to deviate from standard screens and processes.
• Provide accurate, valid, and complete information by using the right tools, methods, and processes.
• Ensure a high level of customer, partner, and supplier service and a positive experience by giving timely, efficient, and professional support, whilst working within relevant organisational, legislative, compliance, and regulatory frameworks/processes.
• Meet Key Performance Indicators, including service targets, case handling targets, and customer satisfaction measures, adhering to regulatory timeframes and deadlines where required.
• Ensure all administrative elements of customer complaint processing are effectively followed to adhere to internal and regulatory compliance requirements.
• Provide feedback and suggestions to relevant stakeholders on existing tools and procedures to improve service quality, enhance customer/partner experience, and increase operational efficiency.
• Utilise effective interpersonal communication skills to build rapport with customers and help reach an appropriate outcome in all cases. Requirements & Key Skills
• Experience: Minimum 1 year of hands-on experience handling insurance-related compliance, complex complaints, or regulatory investigations (experience in banking compliance or contracting for the Financial Ombudsman Service - FOS is highly advantageous).
• Skills: Thorough knowledge of customer service procedures, policies, and regulatory/compliance frameworks.
• Approach: Strong root cause analysis mindset with an investigative approach to problem-solving.
• Communication: High level of English language proficiency with exceptional written and verbal communication skills; adept at handling conflict resolution and objection handling with emotional intelligence.
• Adaptability: Proactive, adaptable, able to work both independently and collaboratively within a fast-paced environment to meet strict deadlines.