Complaints & Claims Operations Specialist

Accredited; City Of London; On-site; GBP 25,000 - 38,000; Full time

Job summary

Accredited in London seeks a Complaints & Claims Administrator to provide administrative and operational support across the Complaints Oversight & Casework and UK & European Claims functions. You will support the internal complaints team, assist MGAs with FOS cases, and help Claims Managers across delegated programmes.

The role requires strong organisational skills, attention to detail and a customer-focused approach to ensure fair outcomes.

Qualifications

• Good organisational and administrative skills; experience in administration, casework, complaints or QA is desirable but not essential.
• Ability to manage competing priorities and deadlines across two functions.
• Strong written and verbal communication skills and confidence liaising with stakeholders.
• Proficiency in Microsoft Office tools (Excel/Outlook/Word) and familiarity with SharePoint.
• Willingness to learn regulatory and complaint-handling processes.

Responsibilities

• Manage the complaints team mailbox and phone line, triaging enquiries and ensuring timely action or escalation.
• Maintain accurate complaint records, case management systems and trackers.
• Support progression of complaints referred to the FOS, including gathering evidence and tracking deadlines.
• Liaise with internal teams, MGAs and stakeholders to obtain information and progress cases.
• Ensure case files and communications are complete and well maintained.
• Provide administrative support to MGA oversight and QA activities and maintain QA trackers.
• Support FOS and regulatory-related activities as required.
• Monitor shared Claims mailboxes and direct correspondence to the right teams.
• Maintain records, filing and updates to claims systems and portals.
• Assist with monthly partner meetings and action trackers.

Skills

Organisational skills

Communication

Time management

Attention to detail

Stakeholder liaison

Education

A-Level

Tools

SharePoint

Microsoft Office

Excel

Outlook

Teams

Job description

Accredited in London seeks a Complaints & Claims Administrator to provide administrative and operational support across the Complaints Oversight & Casework and UK & European Claims functions. You will support the internal complaints team, assist MGAs with FOS cases, and help Claims Managers across delegated programmes.

The role requires strong organisational skills, attention to detail and a customer-focused approach to ensure fair outcomes.