4th Dimension Innovation Ltd
Senior Customer Relations Executive
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Senior Customer Relations Executive — Egham, Surrey
When a rider's claim doesn't 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 we're looking for a Senior Customer Relations Executive to join our Customer Relations team at our Egham site.
Reporting to the Customer Relations Manager, you'll 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 you'll 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
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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
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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
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