Senior Customer Relations Executive

Join Our Customer Relations Team!

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

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