Complaints Handler

MS Amlin; Greater London; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A leading insurance provider in London is seeking a Complaints Handler to provide guidance on complaints and ensure fair treatment of customers. The role involves investigating and resolving complaints, preparing written responses, and conducting root cause analyses to enhance customer experience. Ideal candidates will have prior experience in a regulated environment, a strong knowledge of relevant legislation, and a passion for excellent customer service. This position allows for hybrid work and offers competitive compensation along with employee benefits.

Benefits

Competitive base salary

Performance-related discretionary bonus

Employee benefits link available

Qualifications

• Prior experience in a regulated operating environment, ideally within a complaints function.
• Strong knowledge of legislation and regulation related to complaints handling.
• Experience in the insurance industry.

Responsibilities

• Support investigation and resolution of complaints received by MS Amlin.
• Prepare clear written responses ensuring standards are met.
• Conduct root cause analysis to improve client experience.
• Participate in internal meetings as a representative of the Complaints function.
• Assist with quality assurance checks on complaints handled by TPAs.

Skills

Analytical skills

Customer service passion

Problem-solving

Knowledge of legislation and regulation

Job description

Complaints Handler

Location: London

Contract Type: Permanent

Work Pattern: Full Time and Hybrid

About The Job

This role exists to provide complaints handling and guidance to ensure the fair treatment of our customers. The remit of the role extends to complaints received direct from policyholders, Third Party Administrators (TPAs), Cover holders and brokers. Complaints escalated to the Financial Ombudsman Service (FOS) or other External Dispute Resolution (EDR) bodies will also be overseen by the role-holder.

As well as investigating and resolving complaints (with oversight from senior team members), a Complaints Handler also oversees complaints wording within binders and endorsements for our Cover holders and TPAs. The role holder is responsible, in collaboration with senior team members, for monitoring our service providers complaints handling performance to ensure it meets regulatory requirements and MS Amlin’s standard.

What you’ll spend your time doing:

While there is rarely a ‘typical’ day as a Complaints Handler, here’s a snapshot of some of the key parts of the job

• Support investigation and resolve complaints received by MS Amlin, including gathering relevant information and appropriate liaison with the relevant operational and Legal teams, escalating to senior members of the team where necessary.
• Prepare clear and concise written responses to complaints ensuring regulatory and company standards are met.
• Assist in conducting root cause analysis to address the causes of complaints and contribute to discussions and actions to improve client experience.
• Participate in conjunction with the team and individually as relevant in internal meetings as a representative of the Complaints function.
• Assist the team with quality assurance checks on complaints handled by TPAs and Cover holders on behalf of MS Amlin.
• Support analysing complaints data to establish trends and any themes.
• Ensure compliance with FCA and Lloyd's regulatory requirements in all aspects of complaints handling.

What you’ll need:

• Essential prior experience working with a high degree of independence within a regulated operating environment, ideally a complaints function;
• Strong demonstrable knowledge of legislation and regulation applicable to complaints handling;
• Experience in the Insurance industry.
• Are passionate about excellent customer service
• Have strong analytical skills
• Enjoy solving problems

We are stronger together because of our common interests and rich differences. You may be the strength we didn’t know we needed. Believe in yourself, and click apply today!

What Can You Expect From Us?

As well as a competitive base salary and performance related discretionary bonus, here is a link to our employee benefits - Benefits of working at MS Amlin | MS Amlin

Hybrid Working

At MS Amlin we operate a hybrid working model to empower our people with flexibility to blend where they work. We value collaboration and believe that we work better together, our teams typically do 3 days a week in the office.

About MS Amlin

MS Amlin is a leading (re)insurer and part of the global MS&AD Group, with operations across Lloyd’s of London, the Middle East, and Asia Pacific. With over 120 years of experience, we support businesses facing complex and demanding risks, providing continuity in an uncertain world. Our expertise covers Property, Casualty, Marine, Crisis Management, Natural Resources and Reinsurance, backed by strong underwriting capabilities and deep sector knowledge. At the core of our claims service is TRUST - Transparency, Responsiveness, Understanding, Solution-driven thinking, and Technical expertise. This defines how we manage claims and build lasting relationships.

DE&I at MS Amlin

We will build a workplace where all talent is welcomed, and everyone has the opportunity to influence how the business works. We have dedicated employee resource groups that support our Diversity, Equity, and Inclusion (DE&I) goals.

MS Amlin is proud to be one of the founding partners of Lloyd’s Inclusive Futures programme which aims to get more Black and ethnically diverse people into the insurance industry - supporting them all the way from the classroom to the boardroom. Visit this link (Inclusive Futures Impact Report) to find out more about the programme and its aims and achievements so far.