As a Complaints Handler, you'll be responsible for delivering fair, timely resolutions to motor insurance complaints, in line with company policy, the FCA's 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, 9:00 to 17:30
Salary
£29,000 – £35,000 per annum, depending on experience, plus up to £2,000 performance‑related bonus potential per annum, achieved quarterly.
What You'll Be Doing
* Managing Complaints from Start to Finish – Own each complaint throughout its lifecycle, gather and review evidence, make fair and reasonable decisions, and clearly explain rationale to customers.
* Owning Data & Regulatory Timelines – Capture and record accurate, high‑quality data at every stage, manage diary and workload effectively to minimise complaint lifecycles and meet all regulatory deadlines.
* Managing Financial Exposure – Accurately assess the financial impact of complaints, taking early decisions to minimise complaint‑related compensation while delivering good outcomes for consumers.
* Driving Continuous Improvement – Identify root causes, spot trends, and provide feedback to the wider business to help improve products, processes and overall customer journey.
* Providing VIP Service to Every Customer – Go above and beyond to create a positive experience for all customers, regardless of situation.
* Being a Brand Ambassador – Proudly represent our brand and values, creating an exceptional experience for everyone you interact with – customers, colleagues and external partners.
What We're Looking For
* Motivation & Drive – Passionate about exceptional service, tackling challenges head‑on and continuously improving work methods.
* Strong Communication Skills – Excellent at explaining things clearly, making customers feel heard, respected and valued across phone, email and webchat.
* Empathy & Patience – Handle tricky situations with calm, professionalism and genuine care, especially for customers needing extra support.
* Goal‑Orientated & Commercial – Hit targets while balancing commercial decisions to support customer outcomes and business needs.
* Attention to Detail – Accuracy matters; eye for detail when investigating complaints, assessing evidence and recording information.
* Regulatory Awareness (or Willingness to Learn) – Understand or keen to develop knowledge of FCA regulations, the Consumer Duty and complaint‑handling rules.
* Team Player & Self‑Starter – Independent yet collaborative across Claims and other teams.
* Experience – Previous experience in household insurance & claims handling essential; financial services or complaint handling desirable but not mandatory – full training provided.
Benefits
* Maximum of 35 days' holiday (depending on role and tenure), including bank holidays, with additional buy/sell options.
* 24/7 mental health support and free counselling.
* Flexible benefits, including early salary access via our internal platform.
* Hybrid working options to support work‑life balance and individual needs.
* Recognition awards, social events and more.
Our Commitment to our Colleagues
* Mindful Employer – championing mental health and wellbeing.
* Disability Confident Level 1 & 2 – creating accessible, inclusive opportunities.
* Menopause Friendly accredited – supporting every stage of life.
* Armed Forces Covenant signatory – honouring those who serve.
* Armed Forces Defence employer recognition scheme – supporting those who serve.
* Great Places to Work 2024/25 – fostering an engaging and positive workplace culture.
* Best Place to Work for Development – investing in people's future.
* Best Place to Work for Women – breaking down barriers to women's career progression.
Visa Requirements
We can only consider applicants who have at least one year remaining on their Graduate or Post‑Study Work visa. Visa sponsorship is not available at this time.
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