Complaints Handler - Motor / Home Insurance

Vermelo RPO; Manchester; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading specialist in the motor insurance market is seeking a dedicated customer service professional. You will manage individual complaints and ensure compliance with FCA regulations. This role involves resolving customer issues with empathy and maintaining accurate records. The position offers 25 days annual leave, a Health Cash Plan, and a structured learning pathway. Hybrid working is available based in either Manchester or Tunbridge Wells.

Benefits

25 days annual leave plus bank holidays

Health Cash Plan

Life Assurance at four times your annual salary

Employee referral scheme

Qualifications

• Proven customer service experience.
• Solid knowledge of FCA and FOS regulatory guidelines.
• Ability to resolve customer concerns using empathy and understanding.
• Commitment to regulatory compliance.

Responsibilities

• Take ownership of individual complaints and resolve them.
• Manage your own caseload within required deadlines.
• Contact customers by phone to understand their complaints.
• Maintain accurate and thorough complaint records.
• Identify trends to support continuous improvement.

Skills

Customer service experience

Knowledge of FCA and FOS guidelines

Strong multitasking skills

Excellent communication skills

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