Location : Tunbridge Wells or Manchester (Hybrid working)
We are seeking Complaints Handlers to join our Customer Relations Team. If you have strong Motor Claims Insurance or Complaints experience, we would love to hear from you. FCA knowledge is essential if you don't have motor insurance experience.
Why join us?
We are a leading specialist in the UK motor insurance market, known for creating targeted products through deep market knowledge and a strong underwriting strategy. Our experienced underwriting team is friendly, accessible, and empowered to make decisions. We pride ourselves on excellent working relationships with professional UK insurance intermediaries and have a strong presence on Aggregator sites such as Confused.com, Go Compare, and Compare the Market.
What you'll be doing
Take ownership of individual complaints, resolving them in line with agreed standards and FCA regulations
Manage your own caseload, ensuring all complaints are handled within required deadlines and regulatory guidelines from receipt to conclusion, consistently meeting productivity and quality audit targets
Contact customers by phone to fully understand their complaint and work towards a fair and timely resolution, including follow-up discussions on outcomes
Maintain accurate and thorough complaint records to support effective case management and reporting
Assess customers' individual needs and circumstances to provide tailored resolutions
Liaise with internal and external parties to gather relevant information for complaint investigations
Provide professional, empathetic, and clear communication with customers to promote a positive experience and ensure satisfaction
Identify trends and provide feedback to support continuous improvement of customer service processes
Assist with Treating Customers Fairly (TCF) feedback and suggest improvements
Stay updated on regulatory and legislative changes, with a focus on Financial Ombudsman Service (FOS) decisions and organisational policies
Apply TCF principles consistently and report any potential risks to your line manager
Maintain a positive, empathetic, and professional attitude at all times
What you'll need to succeed
Proven customer service experience, supported by solid knowledge of FCA and FOS regulatory guidelines
Excellent customer service skills with a positive and proactive approach
Motor insurance experience is desirable but not essential if FCA knowledge is strong
Ability to resolve customer concerns using empathy, trust, and understanding
Strong multitasking, prioritisation, and time management skills
Commitment to regulatory compliance, including FCA, TCF, and Data Protection regulations
What we offer
A collaborative, fast-paced work environment
25 days annual leave plus bank holidays, with the option to purchase additional holiday
Health Cash Plan
A benefits scheme with discounts and cashback on shopping, restaurants, travel, and more
Life Assurance at four times your annual salary
Hybrid working model based in Manchester or Tunbridge Wells offices
Structured learning and development pathway, including opportunities to gain recognised qualifications
Employee referral scheme
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