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Claims Complaints Handler, Crawley, West Sussex
Client:
Location:
Crawley, West Sussex, United Kingdom
Job Category:
Other
-
EU work permit required:
Yes
Job Views:
3
Posted:
06.06.2025
Expiry Date:
21.07.2025
Job Description:
My client is a rapidly growing Insurtech company, backed by leading venture capital, focused on revolutionising claims processing through cutting-edge AI and automation. Founded by industry veterans, they are committed to bringing efficiency and simplicity to the insurance sector.
The Complaints Handler will play a critical role in managing and resolving a portfolio of customer complaints, conducting root cause analysis, and reporting to provide actionable insights to business teams. They will liaise with the Financial Ombudsman Service as needed. This role focuses on complaints related to motor and property insurance claims, ensuring fair treatment of customers, and safeguarding the company from regulatory, financial, and reputational risks.
Required Experience
* Proven experience in handling complaints, preferably in the insurance industry
* Familiarity with regulatory requirements and compliance in the insurance industry
* Strong understanding of motor and property insurance claims
* Exceptional communication and interpersonal skills
* Strong analytical and problem-solving abilities
* Ability to work under pressure and meet tight deadlines
* Attention to detail and high level of accuracy
* Proficiency in using relevant software and technology
Key Responsibilities:
* Handle customer complaints regarding motor and property insurance claims, ensuring timely and professional communication.
* Investigate and assess the validity of complaints by reviewing relevant documents, policies, and claim details.
* Liaise with internal departments such as claims adjusters, product developers, Quality Assurance, and Compliance teams.
* Conduct thorough investigations into complaints, reviewing claim files, policy documents, and correspondence.
* Communicate with customers and relevant parties to understand concerns and provide updates.
* Ensure compliance with regulatory requirements when addressing complaints.
* Conduct root cause analysis to identify trends and underlying issues, reporting findings for actionable insights.
* Collaborate with teams to improve processes, enhance customer satisfaction, and protect the company's reputation.
Benefits include a generous health-insurance package, industry qualifications paid by the company (after a qualifying period), flexible remote work, and a quality home office setup.
This is a fully remote role, predominantly based in the UK.
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