Claims Governance Complaints Handler

Location: Hybrid in Liverpool or Sevenoaks, UK. Working hours are 37.5 hours per week, Monday to Friday, between 9:00 and 17:30.

Salary: £29,000–£35,000 per year depending on experience, plus potential performance-related bonus of £2,000 per year.

Company

hirify.global is a UK specialist insurance group with over 40 years of experience, more than 1,700 employees across the UK, and roots in Liverpool.

What you will do

• Manage motor insurance complaints from first contact through final response, including cases escalated to the Financial Ombudsman Service.
• Investigate complaints by gathering and reviewing evidence, making fair and reasonable decisions, and explaining outcomes clearly to customers.
• Handle reportable and non-reportable complaints in line with company policy, FCA requirements, and the Consumer Duty.
• Record accurate complaint data, manage workloads, and meet all regulatory deadlines.
• Assess the financial impact of complaints and make early decisions to minimise unnecessary compensation while delivering good consumer outcomes.
• Identify root causes and trends, sharing insights with the wider business to improve products, processes, and the customer journey.

Requirements

• Essential previous experience in household insurance and claims handling.
• Experience in financial services or complaint handling is desirable but not essential; full training is provided.
• Strong written and verbal communication skills for handling complaints by phone, email, and potentially webchat.
• Empathy, patience, attention to detail, problem-solving ability, and the capacity to make balanced commercial decisions.
• Understanding of FCA regulations, the Consumer Duty, and complaint-handling rules, or willingness to learn.
• Applicants must have at least one year remaining on a Graduate or Post-Study Work visa. Visa sponsorship is not available.

Culture & Benefits

• Hybrid working options supporting work-life balance and individual needs.
• Up to 35 days of holiday including bank holidays, depending on role and tenure, with buy/sell options.
• 24/7 mental health support and free counselling.
• Career development through learning opportunities, career fairs, and leadership programmes.
• Flexible benefits, early access to salary, recognition awards, and social events.
• Inclusive workplace support, including reasonable adjustments and accessibility initiatives.

Hiring process

• Successful applicants undergo relevant pre-employment checks, including a standard criminal record check and an insolvency register check.
• Adjustments can be requested during the recruitment process or employment.