Senior Customer Relations Officer

We are seeking an experienced Senior Customer Relations Officer to investigate and resolve complex, sensitive and escalated complaints across the UK business. The role will deliver fair and timely customer outcomes, provide technical oversight and constructive challenge, support engagement with the Financial Ombudsman Service (FOS), and use complaint insight to address root causes and prevent recurrence.

How you will create an impact

• Manage a portfolio of complex, high-risk, executive, media, vulnerable-customer and FOS-referred complaints from receipt through to closure, prioritising cases according to customer harm, regulatory risk and deadline.
• Investigate complaints competently, diligently and impartially, obtaining and assessing all relevant evidence and reaching fair, consistent and evidence-based outcomes.
• Determine proportionate remedial action and redress, including correction of the underlying issue, interest or compensation where appropriate, and ensure accepted remedies are implemented promptly and accurately.
• Provide proportionate quality assurance and approval of complex or escalated complaint responses, focusing on fairness, accuracy, clarity, consistency and evidential support.
• Support early resolution where this is in the customer's interests, without allowing speed or commercial pressure to compromise a fair investigation or complete record.
• Use the complaints management system and connected records accurately and consistently, recommending improvements where controls, workflow or reporting are not fit for purpose.
• Handle personal and special-category data in line with data protection, information security, retention and need-to-know requirements.

• Substantial experience of handling complex complaints in UK general insurance or another FCA-regulated financial services environment, ideally including claims-related complaints.
• Strong working knowledge of FCA DISP complaint-handling requirements, FOS processes and the practical application of fair and reasonable decision-making.
• Good understanding of the Consumer Duty, fair treatment of vulnerable customers, conduct risk, operational risk and complaint root cause analysis.
• Strong analysis and decision-making skills, with the ability to distil complex information and reach a clear, proportionate and defensible conclusion.
• Clear written and verbal communication, using plain English and adapting the approach to the audience.
• Ability to influence and constructively challenge experienced stakeholders while building support for practical solutions.

#LI-AIG

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.