Complaints Handler

Location: Middlesex, UK

The Opportunity

An established personal lines motor insurance broker is looking for a diligent, empathetic and customer-focused Complaints Handler to join its Complaints & Quality Control team.

This is an excellent opportunity for an experienced insurance complaints professional to take ownership of customer complaints from initial notification through to final resolution, ensuring every case is investigated thoroughly and handled fairly, professionally and in line with FCA regulations.

Working closely with colleagues across underwriting, claims and customer service, you will play a key role in achieving positive customer outcomes, identifying recurring issues and helping to improve processes and service standards across the business.

If you have experience in insurance complaints handling and are looking for your next opportunity, we'd like to hear from you.

Key Responsibilities

• Manage an allocated caseload of complaints from receipt through to resolution, acting as the main point of contact for customers.
• Conduct thorough investigations, reviewing policy documentation, claims information, call recordings and correspondence to establish the facts.
• Deliver fair and reasonable outcomes, ensuring customers are treated consistently and professionally.
• Draft clear, accurate and empathetic final response letters within FCA-mandated timescales.
• Ensure all complaints are handled in accordance with FCA DISP rules and internal procedures.
• Maintain accurate complaint records, ensuring complete documentation and audit trails.
• Liaise with the Financial Ombudsman Service (FOS) where required and assist with the preparation of case files.
• Communicate effectively with customers by telephone, email and letter, including those who may be distressed or vulnerable.
• Provide regular updates and manage customer expectations throughout the complaints process.
• Identify complaint trends and root causes, recommending improvements to processes, training and customer service.
• Support quality control reviews, call assessments, audits and complaints reporting.
• Work collaboratively with underwriters, insurers, claims handlers and internal stakeholders to investigate and resolve complaints.

About You

To be successful in this role, you will have:

• Previous experience handling complaints within UK general insurance or an insurance broking environment.
• A sound working knowledge of FCA DISP rules and insurance complaints regulations.
• Excellent written communication skills, particularly when drafting detailed final response letters.
• Strong investigative and analytical skills, with a methodical and impartial approach.
• A confident, empathetic telephone manner and the ability to handle challenging conversations professionally.
• Experience supporting vulnerable customers and delivering fair customer outcomes.
• Strong organisational skills, with the ability to manage competing priorities and meet regulatory deadlines.
• Good working knowledge of Microsoft Word and Excel.

Desirable Experience

• Experience within personal lines motor insurance broking.
• Familiarity with OpenGI or similar insurance broking management systems.
• Experience preparing documentation for Financial Ombudsman Service referrals.
• Cert CII qualification or a willingness to work towards a relevant insurance qualification.

Who We're Looking For

You will be calm, resilient and fair-minded, with a genuine commitment to putting customers first. You will have excellent attention to detail, take ownership of your workload and be comfortable balancing customer needs with regulatory and business requirements.

You will also enjoy working collaboratively, sharing insights and contributing to a culture of continuous improvement and high-quality customer service.

What's on Offer?

• A key role within an established personal lines motor insurance business.
• The opportunity to make a meaningful difference to customer outcomes.
• Ongoing training and support in complaints handling and regulatory best practice.
• A supportive and collaborative office-based working environment in Twickenham.
• A competitive salary, dependent on experience.
• Opportunities for future career development within the Complaints & Quality Control team.

Along with our client, we are committed to a diverse workforce and as such recruit from a wide available pool of talent, with the hiring, assessment and selection process being fair, free from bias and one which ensures the right person is selected for the job, based on merit. We treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.

A copy of our D&I policy can be made available upon request.