Senior Customer Relations Officer

Senior Customer Relations Officer Who we are American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security. Get to know the business (Choose the relevant description) General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network. Corporate operations provide a wide range of services to the organization such as finance, internal audit, communications, security and human resources. About the role What you need to know: 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. What we’re looking for: Complaint investigation and resolution: 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. Consider relevant policy terms, claims decisions, law, regulation, regulatory guidance, the FOS approach and internal standards, applying judgement rather than relying solely on process compliance. 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. Produce clear, plain-English acknowledgements, progress updates, summary resolution communications and final responses that address the material issues and include the required FOS information and referral rights. Keep complainants appropriately informed and meet applicable regulatory timescales, including the three-business-day summary resolution process where used, the eight-week deadline for most complaints and any shorter timetable that applies. Identify and respond appropriately to signs of vulnerability, communication needs, accessibility requirements or foreseeable harm, making reasonable adjustments or alternative arrangements where required. Maintain complete, accurate and auditable case records, including complaint dates, categories, vulnerability indicators, evidence, decision rationale, outcome, redress and closure data. Quality, oversight and technical support: Provide proportionate quality assurance and approval of complex or escalated complaint responses, focusing on fairness, accuracy, clarity, consistency and evidential support. Advise and constructively challenge complaint champions, claims teams, underwriting, operations and other business areas on complaint recognition, investigation, redress and regulatory requirements. 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. Deputise for the Head of Customer Relations or UK Complaints Lead when requested, including case allocation, deadline oversight, escalation decisions and stakeholder updates. Contribute to complaint-handling training, guidance, calibration and knowledge sharing to maintain consistent standards across products, distribution channels and legal entities. FOS and external engagement: Own or support cases referred to FOS, supplying a complete, well-organised case file and clear representations within the required timescale. Assess FOS views and decisions objectively, recommend whether they should be accepted or challenged, and ensure agreed awards or actions are implemented promptly. Capture lessons from FOS outcomes and share them with relevant teams so that similar customers and historic populations are considered where appropriate. Support responses to regulatory, audit, legal or senior management enquiries, escalating material conduct, systemic or reputational issues without delay. Insight, root cause and governance: Complete meaningful root cause analysis that distinguishes the immediate failure from the underlying process, product, system, supplier, control or capability issue. Identify trends, repeat failures, emerging risks and potential systemic customer harm, escalating them with evidence and a practical recommendation for action. Work with accountable business owners to agree corrective actions, owners and target dates, and track delivery and effectiveness through to closure. Contribute accurate management information and commentary on volumes, timeliness, uphold rates, redress, FOS outcomes, vulnerability, causes, products and customer outcomes. Support the accuracy and completeness of FCA complaints reporting and public complaints data, including readiness for changes to reporting requirements, taxonomy and data collection. Use complaint evidence to support Consumer Duty outcome monitoring, product and service reviews, claims and service improvements, and assessment of outcomes for retail customers, including customers with characteristics of vulnerability. Raise suspected breaches, serious control failures, material customer harm, data-quality concerns or issues requiring notification or senior governance in line with internal escalation requirements. Systems, data and information handling: 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. Ensure complaint data is suitable for regulatory reporting, governance, root cause analysis and customer remediation, correcting known errors and escalating wider data-quality issues. Regulatory and conduct responsibilities: Act in accordance with applicable FCA Principles for Businesses, the Consumer Duty and DISP, together with relevant ICOBS requirements, FOS rules and guidance, and internal policies and procedures. Deliver communications that are fair, clear and not misleading, and remove unreasonable barriers to customers raising or progressing a complaint. Apply the FCA Conduct Rules and AIG standards of integrity, due skill, care and diligence, speaking up promptly where an outcome, control or practice appears inconsistent with customer or regulatory expectations. Maintain current knowledge of regulatory and FOS developments and translate relevant change into case handling, guidance, data or process improvements. Experience and Qualifications Required: 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. Experience drafting senior-level final responses and assessing appropriate remediation and redress. Experience using complaint data and case insight to influence operational change. Exposure to regulatory reporting, quality assurance or governance is desirable. Relevant professional qualification or evidence of continuing professional development in insurance, complaints, conduct or regulation is desirable, but sound judgement and relevant experience are essential. Skills and behaviours: Customer judgement, with the ability to consider the customer’s circumstances and the real-world impact of the firm’s actions while remaining objective and evidence-led. 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. Effective ownership and organisation, managing competing priorities, deadlines and dependencies without losing accuracy or momentum. Integrity and independence, including the confidence to raise concerns and resist hierarchy or commercial pressure where it could distort the outcome. A continuous-improvement mindset that looks beyond the individual case, tests whether action has worked and shares learning across the business. A look at our benefits (For U.S. and UK only) At AIG, we have a 100-year legacy of working to make the world a better place. And that begins with our employees. We’re proud to offer a range of employee benefits and resources that help you protect what matters most – your health care, savings, financial protection, and wellbeing. We provide a variety of leaves for personal, health, family, and military needs. For example, the “Giving Back” program allows you to take up to 16 hours a year to volunteer in your community. We also believe in fostering our employees’ development and offer a range of learning opportunities for employees to hone their professional skills to position themselves for the next steps of their careers. AIG also has a tuition reimbursement program for eligible employees to enhance their education, skills, and knowledge in areas that relate to their current position or future positions to which they may transfer or progress. We are an Equal Opportunity Employer It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives. 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. Enjoy benefits that take care of what matters At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family. Reimagining insurance to make a bigger difference to the world American International Group, Inc. (AIG) is a global leader in c