Senior Customer Relations Officer 290 per day (Umbrella) Croydon (Hybrid) 6 Month ContractSummary: Our client is searching for a Senior Customer Relations team to join their team in Croydon! Within this role, you would be responsible for managing end-to-end complain cases in line with the regulatory requirements and ensuring fair, balanced outcomes for customers.This role focuses on delivering high quality investigations, clear final responses, and driving continuous improvement through root cause analysis, stakeholder collaboration and enhancing overall customer experience.Accountabilities for the role: Effective management of a complaint caseload with maintenance of accurate and timely records. Undertake comprehensive assessments of the merits of each complaint, including the consequences of such assessments and taking active steps to ensure that fair and balanced conclusions are reached for the customer whilst also managing any reputational issues to AEL. Timely production of "Final Response Letters" aimed at clearly detailing the rationale behind the decision reached whilst advising the customer of his/her FOS referral rights. Negotiation of compensatory benefits with internal and external complaint champions, complainants and the FOS Highlight complaint trends and operation process improvement suggestions / solutions to the Head of Customer Experience once identified following the resolution of the complaint Undertake effective root cause analysis tasks as requested by t