Senior Customer Relations Officer 290 per day Umbrella Croydon - Hybrid (Croydon) Until end of Aug 2026 Responsibilities: 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 FOSHighlight complaint trends and operation process improvement suggestions / solutions to the Head of Customer Experience once identified following the resolution of the complaintUndertake effective root cause analysis tasks as requested by the Head of Customer Relations.Contribute to the production of Treating Customers Fairly (TCF) Bulletins and raising any conduct issues that may be identified as a result of complaint handling trends.Support in monitoring internal / external adherence to the AIG UK''s complaint handling procedure / regulations.Support the Head of Customer Relations on various initiatives and projects, to include deputising in their absence.To carry out all accountabilities and objectives within the framework