Complaint Case Manager
Up to £27,000 (Dependent on Experience)
This role is based on site at our Halifax office. We believe that working together in person fosters stronger collaboration, deeper engagement, and supports your professional growth
We have an exciting opportunity to join us here at Covéa Insurance as a Complaints Case Manager, within our Customer Relations Team
At Covéa Insurance, we're all about protecting what matters most - whether it's your home, your car, or your business. With our award-winning customer service and a wide range of insurance products, we're here to make a real difference.
Our purpose is simple but powerful: to help protect people against the worst happening and put it right if it does. It's what drives us every day, and it's why our people are proud to be part of something meaningful
Our mission is to build inclusive, empowered teams where everyone feels welcome and valued We celebrate what makes each of us unique and believe that diversity drives innovation and success. Whoever you are, we want you to feel confident being yourself in your team at work.
In this role, you'll be working in a team where the teams purpose is to resolve customer complaints as quickly and fairly as possible.
Ready to learn, grow, and make a difference? We'd love to have you on board
What does a day-to-day look like?
* Complaint Handling & Resolution: Manage a portfolio of complaints from receipt to resolution, ensuring compliance with internal procedures and FOS guidelines, while supporting early resolution efforts with operational teams.
* Customer Communication & Care: Maintain ongoing communication with customers via phone and written correspondence, promoting excellent customer service and adhering to Treating Customers Fairly (TCF) and Consumer Duty principles.
* Data Management & Insight: Accurately record complaints in the database, capture root causes, and provide feedback to operational areas to drive service improvements and prevent future complaints.
* Collaboration & Relationship Building: Develop effective working relationships with colleagues, customers, and suppliers to support team objectives and business growth.
* Compliance & Risk Awareness: Stay informed on legislative and process changes, ensure actions align with legal, regulatory, and company policies, and take appropriate steps to mitigate risks such as fraud or financial crime.
* Support & Best Practice Promotion: Act as a referral point for business areas, promote best practices across the company, and contribute to a positive customer experience and company reputation.
What will help you stand out?
* Communication & Customer Focus: Excellent communication skills and a strong commitment to delivering high-quality service to both internal and external customers.
* Problem Solving & Accuracy: Skilled in investigating and resolving complex queries with a high level of accuracy, attention to detail, and productivity.
* Organisation & Time Management: Able to manage own workload effectively, stay organised, and perform well under pressure to meet tight deadlines.
* Teamwork & Interpersonal Skills: A collaborative team player with strong rapport-building and social skills, capable of supporting corrective actions.
* Qualifications & Industry Knowledge: Experience in general insurance customer service, claims handling (Motor/Home/Commercial), and knowledge of FCA/FOS regulations.
* Experience & Capability Development: Opportunities for full training, supported qualifications, and exposure to external bodies like the Financial Ombudsman Service to enhance complaint handling expertise.
Not sure if you tick every box? That's okay
At Covéa, we know that great people don't always meet every single requirement listed in a job ad. If this role excites you and you think you could be a good fit, we'd love to hear from you - so go ahead and apply We're all about building a diverse, inclusive team where everyone can thrive.
The perks of joining us…
* Flexible working – 36.25 hours a week with flexitime & hybrid options
* Annual pay review – plus performance bonuses (up to 30% depending on level)
* Generous holidays – 25–27 days + bank holidays, with buy/sell options
* Pension perks – 7.5% employer contribution, rising to 9% with your input
* A culture where everyone belongs – we're committed to diversity, equity & inclusion, with real action, employee-led community groups, and ongoing learning to make Covéa a place where everyone can thrive
* Mental & financial support – through our dedicated Wellbeing group
* Career growth – training, qualifications & apprenticeships to help you thrive
* Health & wellbeing – private medical cover, 24/7 Virtual GP, health checks, flu jabs & more
* Drive in style – Tusker Car Scheme with fully maintained insured vehicles
* Extra savings – gym discounts, Cycle to Work, and retail offers via Perkpal
* And much more
Excited about this opportunity? So are we
Apply today and be part of our journey.
As a Disability Confident Employer, we're committed to fair and accessible recruitment. If you need any adjustments or support during the application process, just let us know - we're here to help.
Applicants must currently reside in the United Kingdom and possess full and unrestricted right to work in the UK. Unfortunately, we are unable to offer Visa sponsorship for this role.
Job Type: Full-time
Pay: Up to £27,000.00 per year
Work Location: In person