Claims & QA Specialist: Customer Outcomes & Compliance

IPS Group Limited; Manchester; Hybrid; GBP 33,000 - 36,000; Full time

Benefits offered by this job

Private medical cover

Life insurance

Pension support

Discretionary bonus

Job summary

IPS Group Limited in Manchester is seeking a Customer Claims Complaints & QA Specialist to lead investigations into customer complaints, perform QA reviews, and support regulatory activities across the claims function. You will prepare FOS referrals, manage DSRs, and help shape QA processes while driving improvements in customer outcomes.

The role combines investigative work with quality assurance and compliance support.

Qualifications

• Experience handling complaints within an FCA regulated environment.
• Strong knowledge of FCA regulations and Treating Customers Fairly principles.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and make well‑reasoned decisions.
• Genuine passion for delivering positive customer outcomes.

Responsibilities

• Investigating and responding to both informal and formal customer complaints
• Completing quality assurance reviews across customer interactions
• Preparing and supporting Financial Ombudsman Service (FOS) referrals
• Handling Data Subject Requests (DSRs) within required timescales
• Supporting compliance and regulatory activities across the claims function
• Identifying trends and sharing insight to improve customer outcomes
• Helping to develop complaints and QA processes as the team continues to evolve

Skills

Complaint handling

FCA regulations

Written & verbal communication

Analytical thinking

Decision making

Customer outcome focus

Job description

IPS Group Limited in Manchester is seeking a Customer Claims Complaints & QA Specialist to lead investigations into customer complaints, perform QA reviews, and support regulatory activities across the claims function. You will prepare FOS referrals, manage DSRs, and help shape QA processes while driving improvements in customer outcomes.

The role combines investigative work with quality assurance and compliance support.