Senior Customer Relations Executive

Join Our Customer Relations Team! Senior Customer Relations Executive — Egham, Surrey When a riders claim doesnt go to plan, someone has to take the wheel and put it right. 4th Dimension Innovation is a fast-growing, owner-managed group of five businesses specialising in the motorcycle market — insurance, claims management, network management, engineering services and retail — and were looking for a Senior Customer Relations Executive to join our Customer Relations team at our Egham site. Reporting to the Customer Relations Manager, youll take ownership of a caseload of complex motorcycle insurance claim complaints from end to end. We help customers when they need us most, and we treat every complaint as a genuine opportunity to make things right, learn from it, and drive improvements across the wider business.This is an FCA-regulated role, so youll be working within a strict regulatory framework and setting the standard for others. Main Duties * Investigate customer complaints fairly, consistently and effectively from end to end * Take accountability for outcomes, delivering balanced, impartial and timely solutions * Gather and analyse complex information from multiple departments and systems to reach quick, fair and structurally sound decisions * Handle customer calls professionally and with genuine empathy, at the moments that matter most * Use assertiveness, influencing and negotiation skills to reach balanced outcomes that work for everyone involved * Assist in creating Management Information (MI) data packs highlighting trends and operational risks * Identify the root causes of complaints and historical trends to help the team and wider business raise service delivery * Adhere strictly to FCA regulatory rules and business guidelines, setting a high-integrity example for the team Key Skills * Direct experience handling customer complaints within motor or motorcycle insurance claims * Essential experience within an FCA-regulated business, with a strong structural understanding of general insurance guidelines, procedures and claims processes * Proven experience drafting and issuing final written responses and complex process documentation, with high attention to detail * Technical capability supporting the production of structured MI reports, data packs and trend tracking * Ability to assimilate data from multi-disciplinary sources, connecting facts to make fair decisions and spot emerging risks before they crystallise * A clear thinker under pressure — calm, resilient and measured through complex disputes and high call volumes * Proactive team player with a can-do attitude and complete ownership of outcomes * Open to constructive feedback, approaching performance conversations with honesty * Good standard of general education; PC literate and well-versed in MS Office, particularly Word and Excel * Flexible mindset, able to adapt to changing requirements and strict timescales Bonus Points For * CII (Chartered Insurance Institute) qualifications — highly desirable * Complaints experience specifically within the motorcycle market, rather than general motor The Essentials Hours: 37.5 hours per week, Monday to Friday between 8:00am and 5:30pm Salary: £38,000 – £50,000 Location: Egham, Surrey — hybrid working, with fully remote considered for the right candidate Contract: Full time, permanent Perks: Competitive company benefits, training & development opportunities, and an energetic, supportive team culture J-18808-Ljbffr