Complaints Specialist — FCA-Regulated, Customer Advocate

marshmallow; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading online insurance company in Greater London is seeking a Complaints Handler to resolve customer complaints efficiently and professionally. The role involves investigating issues, documenting findings, and ensuring positive customer outcomes. Ideal candidates will have experience in complaint handling within an FCA-regulated setting. This position offers competitive benefits and a flexible working environment, with a focus on personal growth and team collaboration.

Benefits

Flexible working

Competitive bonus scheme

Flexible benefits budget

Sabbatical Leave

Work From Anywhere

Mental wellbeing support

Learning and development

Private health care

Medical cash plan

Tech scheme

Qualifications

• Ability to deal with difficult or unhappy customers with professionalism.
• Experience in managing customer expectations through clear communication.
• Strong attention to detail in responses and investigations.

Responsibilities

• Manage own caseload and inbox efficiently.
• Investigate and document complaints to ensure fair outcomes.
• Communicate effectively with customers through various channels.
• Provide feedback to improve products and processes.
• Maintain understanding of claims and underwriting processes.

Skills

Customer service

Problem-solving

Attention to detail

Communication

Empathy

Education

Experience in complaint handling within an FCA-regulated business

Job description

A leading online insurance company in Greater London is seeking a Complaints Handler to resolve customer complaints efficiently and professionally. The role involves investigating issues, documenting findings, and ensuring positive customer outcomes. Ideal candidates will have experience in complaint handling within an FCA-regulated setting. This position offers competitive benefits and a flexible working environment, with a focus on personal growth and team collaboration.