Client Relations Administrator

Remote

Full Time

Global Quality & Process Improvement

Mid Level

Client Relations Administrator

£26,500 – £29,500 per annum
37.5 hours per week | Hybrid or Remote (UK‑based)

About Us

As one of the world’s leading International Medical Insurance providers, IMG supports individuals and organisations across the globe. Every second of every day, travellers, expatriates, international workers, and globally mobile customers rely on our products to give them Global Peace of Mind®.

Our commitment to exceptional service is at the heart of everything we do — and our Global Quality team plays a vital role in ensuring our customers receive a fair, professional, and consistent experience.

About the Role

We’re looking for a Client Relations Administrator to join our Global Quality team in a customer‑facing, coordination‑focused role. You’ll manage the intake and recording of customer concerns, escalations, and complaints while providing high‑quality administrative and client support.

Acting as a key link between clients and internal teams, you’ll help ensure customer issues are logged accurately, escalated appropriately, and resolved within agreed timelines. This is a fast‑paced role that requires strong organisation, attention to detail, and the ability to manage multiple priorities — including matters of complexity and urgency.

Your work will directly support service improvement initiatives, with complaint trends and insights shared with senior leadership to enhance the overall customer journey.

Key Responsibilities

Act as a first point of contact for routine enquiries from clients, insurers, and brokers via email, telephone, and client portals.
Provide clear, accurate, and professional responses in line with approved processes and conduct standards.
Log, track, and maintain records of customer complaints, concerns, and service feedback in line with FCA/ICB/DOI regulations.
Ensure all client interactions are accurately documented within relevant systems.
Support the Quality Team Leader and Quality Assurance Specialists with complaint tracking and resolution.
Manage and maintain central records for client contact details, contracts, service levels, and correspondence.
Ensure timely referral and hand‑off of complaints to appropriate handling teams.
Maintain compliance with data protection and confidentiality requirements, including GDPR.
Support audits, regulatory requests, and Financial Ombudsman Service (or other regulatory body) file preparation.
Monitor trends and recurring issues, escalating risks or complex matters as needed.
Contribute to client satisfaction initiatives such as surveys and follow‑ups.
Communicate effectively with underwriters, customers, regulators, and internal stakeholders.
Share insights, feedback, and recommendations to support process and service improvements.
Carry out additional duties as required, following appropriate training and guidance.

About You

You’re a proactive, detail‑focused professional with a strong customer service background and experience working in a regulated environment. You’re comfortable managing high volumes of correspondence, prioritising tasks, and supporting complex cases, while maintaining a calm and professional approach.

Essential Requirements

3–5 years’ experience in a similar role or in an administrative position within an insurance or regulated environment.
Excellent written and verbal communication skills.
Strong organisational skills with the ability to manage multiple deadlines.
High attention to detail and ability to follow complex instructions.
A positive, self‑motivated, and flexible approach.
Proficiency in Microsoft Word, Outlook, and Excel.
Ability to work collaboratively as part of a close‑knit team.

Preferred Skills & Experience

Previous experience handling regulated correspondence within financial or insurance services.
Knowledge or awareness of complaints handling regulations (e.g. GDPR, HIPAA).
Exposure to claims, complaints, or client service environments.
Awareness of FCA Conduct Rules (training provided if required).
Basic understanding of contracts, SLAs, and insurance processes.

Why Join IMG?

Competitive salary of £26,500 – £29,500
Hybrid or fully remote working options
Supportive, collaborative team environment
Opportunity to work within a global organisation
A role that directly contributes to service excellence and customer outcomes

Apply today and take the next step in your career.

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.

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Client Relations Administrator

Client Relations Administrator

About Us

About the Role

Key Responsibilities

About You

Essential Requirements

Preferred Skills & Experience

Why Join IMG?

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