About us ERS is the UK's largest specialist motor insurer – and that’s just one of the things that makes us special. At ERS, we don’t just insure vehicles. We protect passions, livelihoods, and the stories behind the wheel. As the UK’s largest specialist motor insurer with an A rating, we go beyond the basics. We partner exclusively with motor insurance brokers to tackle complex risks and craft tailored solutions that truly fit. The role We’re looking for a sharp, empathetic, and solutions-driven professional to lead the charge on high-level complaints and claims resolution. From CEO-level cases to regulatory escalations (Lloyd’s, FOS, FCA), you’ll be the calm in the storm—negotiating fair outcomes, coaching teams, and driving continuous improvement. Key responsibilities Own and resolve complaints at all levels with precision and care, including Ombudsman level complaints. Control own work and caseloads with detailed investigation, accurate communication and ensuring that promised actions are carried out. Advise operational teams on complaint handling strategies and regulatory requirements Override decisions when needed to ensure fairness and compliance Spot trends, investigate root causes, and recommend smarter ways forward Stay sharp on legislation, case law, and market developments Champion best practices and coach others to do the same Essential qualifications, skills and experience Deep understanding of compliance (Disability Discrimination, Data Protection, Risk, etc.) Passion for Treating Customers Fairly (TCF) and embedding it into culture Strong values, self-awareness, and a commitment to personal growth Ability to deliver meaningful insights and present findings with impact Behavioural attributes A problem-solver who thrives on complexity Organised, action-oriented, and results-focused A team player who builds capability and communicates with clarity Benefits Competitive Salary, Benchmarked Annually 25 days holiday plus all UK Bank Holiday Days & the option to buy up to 3 days additional leave each year Annual (Discretionary) Bonus Scheme Hybrid Working Model – 3 days in-office & 2 days working from home No weekend working and no late shifts Free on-site parking My Optional Extras Benefit Scheme – Personalised benefits to suit you and your family Discounts & Cashback Savings from a host of well-known retailers Employee Assistance Programme – Provides a range of services including counselling and expert advice and support on a range of matters including legal, financial and well-being. Personal & Professional Development Support - A range of professional qualifications and study support to suit your developmental goals Other A full job description will be found here. ERSLI