Senior Complaint Handler (Insurance)

Location: Preston, United Kingdom; onsite

Company

hirify.global is a specialist professional services and technology firm supporting insurance and other highly regulated businesses with risk management, core business processes, transformation, and customer experience solutions.

What you will do

• Investigate complex, sensitive, high-profile, and escalated complaints across insurance products and services.
• Review policy documents, claim files, recordings, correspondence, and evidence to reach fair and reasonable outcomes.
• Prepare customer-focused responses and recommend appropriate compensation, redress, and remedial actions.
• Represent the business during Financial Ombudsman Service investigations and referrals.
• Coach Complaint Handlers, support quality reviews, and improve investigation and decision-making consistency.
• Analyse complaint trends and root causes to reduce repeat complaints and improve customer outcomes.

Requirements

• Significant complaint-handling experience in insurance, financial services, or another regulated environment.
• Strong knowledge of FCA complaint-handling requirements, including DISP.
• Experience investigating complex complaints and making evidence-based decisions.
• Experience handling Financial Ombudsman Service referrals and investigations.
• Knowledge of redress principles, customer impact assessments, vulnerability guidance, and fair-outcome frameworks.
• Excellent written communication, analytical, and problem-solving skills.

Culture & Benefits

• Leadership training, professional qualification funding, and learning opportunities through Thrive at hirify.global.
• Pension contributions of 5% from the employee and 5% from hirify.global.
• Life assurance, incentive plan, enhanced family leave pay, and financial wellbeing support.
• 25 days of holiday, increasing to 26 days after five years and 27 days after ten years.
• Wellbeing centre, employee assistance programme, retailer discounts, and flexible benefits.
• Inclusive employment policies, employee resource groups, volunteering opportunities, and local charity support.

Hiring process

• Application and CV review.
• Initial phone call followed by an interview.
• Offer and hiring decision.