Claims Complaints Handler (Insurance)

TL;DR

Claims Complaints Handler (Insurance): Managing motor insurance complaints from first contact to final response with an accent on regulatory compliance and consumer outcomes. Focus on identifying root causes, resolving disputes under FCA Consumer Duty, and minimizing financial exposure.

Location: Hybrid in Liverpool or Sevenoaks, UK

Salary: £29,000 - £35,000

Company

National leader in specialist insurance with over 40 years of expertise and a workforce of over 1,700 people across the UK.

What you will do

• Manage motor insurance complaints throughout their entire lifecycle, from first contact to final response.
• Handle escalations to the Financial Ombudsman Service and ensure fair, timely resolutions.
• Identify root causes of complaints and provide feedback to the business to improve the customer journey.
• Ensure all regulatory deadlines are met and maintain high-quality data integrity.
• Assess financial impact and make effective decisions to minimize compensation while ensuring good consumer outcomes.

Requirements

• Experience in household insurance & Claims Handling is essential.
• Must have at least one year remaining on a Graduate or Post-Study Work visa; no visa sponsorship is provided.
• Strong communication skills for handling complaints via phone, email, and webchat.
• High level of empathy, patience, and attention to detail when investigating evidence.
• Ability to make balanced, commercial decisions that support both customers and business needs.

Nice to have

• Previous experience in financial services or professional complaint handling.
• Existing knowledge of FCA regulations and Consumer Duty rules.

Culture & Benefits

• Up to 35 days of holiday including bank holidays with buy/sell options.
• 24/7 mental health support and free counseling services.
• Hybrid working options to support work-life balance.
• Flexible benefits including early access to salary.
• Strong focus on professional development through leadership programs and career fairs.