Senior Customer Relations Advisor - #2133375

Are you passionate about delivering exceptional customer outcomes? Do you have experience handling customer complaints, escalations, or complex enquiries within a regulated environment?

HRGO Recruitment is recruiting for a Senior Customer Relations Advisor to join a growing and dynamic financial services organisation. This is an excellent opportunity for an experienced customer service professional looking to take the next step in their career, supporting complaint resolution, service excellence, and customer experience across a professional and highly regulated environment.

You'll play a key role in investigating and resolving customer concerns, supporting colleagues with technical guidance, and ensuring customers receive a fair, positive, and efficient outcome at every stage of their journey.

• Salary of £30,500 per annum
• Hybrid working opportunities
• Pension scheme
• Career development and progression opportunities
• Professional qualification support
• Comprehensive training programme
• Employee wellbeing initiatives
• Employee Assistance Programme (EAP)
• Collaborative and inclusive working environment
• Exposure to a highly respected financial services sector

• Full-time permanent position
• Monday to Friday
• Hybrid working available
• Additional flexibility may be required to meet business needs

As a Senior Customer Relations Advisor, you will be responsible for resolving complex customer enquiries, complaints, and escalations while providing technical support and guidance across the wider customer service function.

Working in a regulated environment, you will help ensure customers receive outstanding service while maintaining high standards of quality, compliance, and professionalism.

• Managing and resolving customer complaints and expressions of dissatisfaction
• Investigating complex customer enquiries and providing fair and effective outcomes
• Delivering excellent customer service across multiple communication channels
• Supporting colleagues with technical referrals and complaint-related queries
• Ensuring complaints are handled within agreed service levels and regulatory requirements
• Providing accurate and professional written and verbal communication
• Reviewing complaint outcomes to ensure quality and consistency
• Producing and communicating complaint-related management information and reporting
• Supporting continuous improvement of customer complaint processes and procedures
• Working closely with operational teams, leadership teams, and compliance functions
• Identifying and escalating potential risks, incidents, and breaches where appropriate
• Acting as a subject matter expert for complaint resolution and customer experience
• Coaching and supporting less experienced colleagues where required

We're looking for someone who is:

• Passionate about delivering positive customer outcomes
• Experienced in complaint handling and customer resolution
• Professional, empathetic, and customer-focused
• Highly organised with excellent attention to detail
• Confident managing complex customer situations
• Comfortable working within a regulated environment
• An excellent communicator with strong written and verbal skills
• Able to influence and build relationships with internal and external stakeholders
• A proactive problem solver with strong analytical skills
• A supportive team player who enjoys helping others develop

• Proven customer service experience within Financial Services
• Previous complaint handling or customer resolution experience
• Excellent communication and relationship-building skills
• Strong investigation and problem-solving abilities
• Experience working within service level agreements and quality standards
• Knowledge of complaint handling processes and regulatory requirements
• Strong organisational and workload management skills
• Ability to manage multiple priorities effectively
• Proficiency in Microsoft Office applications
• Experience producing accurate and meaningful management information

• Transfer Agency experience
• Experience working within a regulated financial environment
• Understanding of risk, governance, and compliance principles
• Experience coaching or mentoring colleagues
• Investment Operations Certificate (IOC) qualification
• Working towards further industry qualifications

This role will involve:

• Handling complex customer complaints and escalations
• Working within a regulated Financial Services environment
• Supporting business-wide customer service excellence initiatives
• Managing confidential and sensitive customer information
• Working to strict service levels and quality standards
• Supporting ongoing compliance and governance requirements

If you're an experienced customer service professional looking for a career move into a senior customer relations and complaint resolution role, we'd love to hear from you.

Apply now and a member of the HRGO Recruitment team will be in touch.