# Senior Customer Relations Officer at AIG

AI Level 1, AI centrality 0 out of 100. Croydon.

## Details

- Company: [AIG](https://jobsbylevel.com/companies/aig)
- AI level: AI Level 1 (score 0 out of 100)
- Location: Croydon
- Posted: October 6, 2026
- Apply: https://jobsbylevel.com/go/ce7629bb-2dee-4469-b2da-879836e3cf04

## Description

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

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