Complaint Handler

TL;DR

Complaint Handler (Quality Assurance): Managing and resolving customer complaints and appeals within a regulated environment with an accent on FCA compliance and root cause analysis. Focus on conducting quality audits, improving customer journeys, and ensuring service excellence across claims and assistance teams.

Location: Must be based in the United Kingdom (Hybrid or Remote).

Salary: £30,000 – £33,500

Company

hirify.global is a global provider of travel and medical insurance services committed to service excellence and regulatory compliance.

What you will do

• Manage complaints and appeals from acknowledgment to resolution in line with FCA/ICB regulations.
• Investigate root causes of issues and provide actionable feedback to management.
• Conduct quality audits and case reviews across claims and assistance teams.
• Liaise with customers, underwriters, and regulatory bodies to ensure clear communication.
• Identify trends, training needs, and opportunities for service improvement.
• Support the enhancement of business processes and customer journeys.

Requirements

• Must be based in the United Kingdom.
• Experience in claims processing or 24/7 assistance (travel or PMI).
• Strong understanding of regulated environments and FCA guidelines.
• Excellent written and verbal communication skills.
• Strong analytical ability and attention to detail.
• Ability to work under pressure and prioritize workload effectively.

Nice to have

• Experience in complaints handling or quality assurance.
• Case review and audit experience.
• Background in customer service.
• Proficiency in Microsoft Office suite.

Culture & Benefits

• Bupa dental cover and Health Shield cash plan.
• Comprehensive travel insurance and Royal London pension scheme.
• Death in service benefit and paid volunteer days.
• 22 days’ holiday plus bank holidays (increasing to 30 days with service).
• Birthday day off and Christmas Eve off.