Job Description

Location: Tunbridge Wells or Manchester (Hybrid working)
We are seeking Complaints Handlers to join our Customer Relations Team. If you have strong Motor Claims Insurance or Complaints experience, we would love to hear from you. FCA knowledge is essential if you don't have motor insurance experience.
Why join us?
We are a leading specialist in the UK motor insurance market, known for creating targeted products through deep market knowledge and a strong underwriting strategy. Our experienced underwriting team is friendly, accessible, and empowered to make decisions. We pride ourselves on excellent working relationships with professional UK insurance intermediaries and have a strong presence on Aggregator sites such as Confused.com, Go Compare, and Compare the Market.
What you'll be doing

• Take ownership of individual complaints, resolving them in line with agreed standards and FCA regulations
• Manage your own caseload, ensuring all complaints are handled within required deadlines and regulatory guidelines from receipt to conclusion, consistently meeting productivity and quality audit targets
• Contact customers by phone to fully understand their complaint and work towards a fair and timely resolution, including follow-up discussions on outcomes
• Maintain accurate and thorough complaint records to support effective case management and reporting
• Assess customers' individual needs and circumstances to provide tailored resolutions
• Liaise with internal and external parties to gather relevant information for complaint investigations
• Provide professional, empathetic, and clear communication with customers to promote a positive experience and ensure satisfaction
• Identify trends and provide feedback to support continuous improvement of customer service processes
• Assist with Treating Customers Fairly (TCF) feedback and suggest improvements
• Stay updated on regulatory and legislative changes, with a focus on Financial Ombudsman Service (FOS) decisions and organisational policies
• Apply TCF principles consistently and report any potential risks to your line manager
• Maintain a positive, empathetic, and professional attitude at all times

What you'll need to succeed

• Proven customer service experience, supported by solid knowledge of FCA and FOS regulatory guidelines
• Excellent customer service skills with a positive and proactive approach
• Motor insurance experience is desirable but not essential if FCA knowledge is strong
• Ability to resolve customer concerns using empathy, trust, and understanding
• Strong multitasking, prioritisation, and time management skills
• Commitment to regulatory compliance, including FCA, TCF, and Data Protection regulations

What we offer

• A collaborative, fast-paced work environment
• 25 days annual leave plus bank holidays, with the option to purchase additional holiday
• Health Cash Plan
• A benefits scheme with discounts and cashback on shopping, restaurants, travel, and more
• Life Assurance at four times your annual salary
• Hybrid working model based in Manchester or Tunbridge Wells offices
• Structured learning and development pathway, including opportunities to gain recognised qualifications
• Employee referral scheme

Skills Required