Senior Complaint Handler (Insurance)

TL;DR

Senior Complaint Handler (Insurance): Managing and resolving complex, high-risk insurance complaints with an accent on regulatory compliance (FCA/DISP) and fair customer outcomes. Focus on conducting detailed investigations, mentoring junior staff, and performing root cause analysis to drive business improvements.

Location: Hybrid; Must be based in or near Preston or Stoke, UK

Company

A specialist professional services and technology firm partnering with leading insurance and highly regulated global businesses to manage risk and transform core processes.

What you will do

• Manage a portfolio of complex, sensitive, and high-profile insurance complaints from investigation to resolution.
• Conduct detailed evidence-based investigations using policy documentation, call recordings, and claim files.
• Draft high-quality, reasoned complaint responses and recommend appropriate compensation or redress.
• Act as a technical mentor and subject matter expert, coaching Complaint Handlers on investigation techniques and decision-making.
• Analyze complaint data and perform root cause analysis to identify opportunities for business improvement.
• Ensure strict adherence to FCA Complaint Handling Requirements, DISP rules, and Consumer Duty Principles.

Requirements

• Significant experience handling complaints within insurance, financial services, or other regulated environments.
• Strong understanding of FCA complaint handling requirements, particularly DISP.
• Proven track record of dealing with Financial Ombudsman Service (FOS) referrals and investigations.
• Excellent written communication skills with the ability to produce professional, evidence-based responses.
• Strong analytical and problem-solving abilities.

Culture & Benefits

• Financial health: Pension (5% employee/employer contribution), Life assurance (x4), and hirify.global Incentive Plan.
• Wellbeing: 25 days holiday (increasing with tenure), 24/7 confidential EAP helpline, and flexible working.
• Growth: Funding for professional qualifications, leadership training, and access to the hirify.global Innovation Lab.
• Inclusive Policies: Enhanced maternity, paternity, and adoption pay, alongside sabbatical and menopause-friendly policies.
• Perks: Cycle to Work scheme, lease car salary sacrifice, and high street discounts.

Hiring process

• Application and CV review.
• Initial phone call followed by a formal interview.
• Offer and hiring.