As a Complaints Handler, you are responsible for delivering fair, timely resolutions to motor insurance complaints in line with company policy, the FCA Consumer Duty and all other regulatory requirements.
Role
Claims Complaints Handler
Location
Liverpool or Sevenoaks hybrid
Working hours
37.5 hours a week – Monday to Friday, 9am to 5:30pm
Salary
£29,000 – £35,000 depending on experience plus up to £2,000 performance‑related bonus potential per annum, achieved quarterly.
Responsibilities
* Deliver high‑quality customer service and meet quality audit standards.
* Resolve both reportable and non‑reportable motor insurance complaints fairly and promptly.
* Own each complaint throughout its lifecycle, from first contact to final response, including escalations to the Financial Ombudsman Service.
* Maintain accurate, high‑quality data and ensure all regulatory deadlines are met.
* Assess financial impact of complaints and minimise complaint‑related compensation.
* Identify root causes and provide feedback to improve products, processes and customer journeys.
* Provide a positive experience to every customer and act as a brand ambassador.
Qualifications
* Motivation, drive and strong communication skills.
* Empathy, patience and the ability to handle challenging situations with professionalism.
* Goal‑orientated and commercial mindset.
* Attention to detail and accuracy in investigations.
* Knowledge or willingness to learn FCA regulations, the Consumer Duty and complaint‑handling rules.
* Self‑starter who can work independently and collaborate across teams.
* Previous experience in household insurance and claims handling is essential; experience in financial services or complaint handling is desirable.
Benefits
* Maximum 35 days holiday (depending on role and tenure) including bank holidays, with buy/sell options.
* 24/7 mental health support and free counselling.
* Opportunities for career development through fairs, leadership programs and learning initiatives.
* Flexible benefits, including early salary access via internal platform.
* Hybrid working options to support work‑life balance.
* Recognition awards and social events.
We are an equal opportunity employer.
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