Customer Experience Officer

1 week ago

Horsham West Sussex, United Kingdom Oxbow Resourcing Full time

Do you thrive in a role where attention to detail and regulatory compliance are key? Oxbow Resourcing are exclusively partnering with a leading provider of international travel protection. As part of a large globally renowned insurance group they are committed to delivering exceptional service and peace of mind to their customers.

Due to business growth they are now looking for two dedicated Complaints Officers to join their dynamic team.

As a Complaints Officer, you will play a crucial role in managing and resolving customer complaints in accordance with regulatory standards (PRA, FCA, EIOPA, etc.) and company policies. You will ensure that all complaints are handled efficiently, professionally, and in line with the company’s commitment to Treating Customers Fairly (TCF).

Conduct thorough investigations into customer and company complaints, issuing Final Response Letters and preparing files for the Financial Ombudsman Service (FOS).
Manage the Complaints mailbox and maintain accurate records in Complaints Registers and databases.
Stay current with regulatory and legislative developments, ensuring that the company’s complaint handling processes remain compliant.
Support the Complaints and Compliance department by being a champion for FCA, Conduct, and TCF initiatives.

Strong knowledge of FCA Handbook requirements and best practices in complaints handling.
Ability to apply knowledge in key areas such as Treating Customers Fairly, Vulnerable Customers, and Data Protection.
Proficiency in Microsoft Office and strong communication skills, particularly in letter writing.
Experience in the insurance industry, particularly travel insurance, is a plus.

A hybrid working environment with flexibility to balance office and remote work.
Professional growth within a team that values compliance, customer care, and continuous improvement.

If you are ready to take on this challenging yet rewarding role and contribute to maintaining the high standards of this Travel Insurance Services business, we want to hear from you

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