Complaints Handler

Vermelo RPO; Manchester; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading insurance specialist is looking for a Complaint Resolution Specialist to manage customer complaints in compliance with FCA regulations. This role is based in Manchester or Tunbridge Wells and supports a hybrid working model. Responsibilities include resolving complaints, maintaining records, and ensuring a positive customer experience. Strong customer service experience and understanding of regulations are essential.

Benefits

25 days annual leave

Health Cash Plan

Life Assurance

Employee referral scheme

Qualifications

• Proven customer service experience, ideally in the insurance sector.
• Strong understanding of FCA and FOS regulatory frameworks.
• Ability to communicate empathetically and professionally.

Responsibilities

• Resolve customer complaints within regulatory standards.
• Maintain accurate records for effective case management.
• Liaise with internal/external parties for complaint investigations.

Skills

Customer service experience

Knowledge of FCA and FOS guidelines

Empathy

Multitasking

Time management

Job description

Location: Tunbridge Wells or Manchester (Hybrid working)

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 (url removed), 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