Complaints & Technical Support Specialist

Ancile Insurance Group; Greater London; Hybrid; GBP 35,000 - 52,000; Full time

Benefits offered by this job

25–30 days holiday

Private medical and life cover

Work abroad through the Nomad policy

Team socials and development support

Job summary

Ancile Insurance Group is seeking a Complaints & Technical Support Specialist to join the Customer Experience Team in a hybrid role with regular travel to London. The role combines customer complaint resolution, technical system support and underwriting referrals within a growing travel insurance business.

You’ll investigate complaints, update systems and apply underwriting guidelines, taking ownership while collaborating with colleagues to improve customer outcomes.

Qualifications

• Complaints handling or policy administration in a regulated environment.
• Interpreting and applying detailed guidelines consistently.
• Strong written communication, record-keeping and customer service skills.
• Confidence using Microsoft Office and bespoke business systems.
• An understanding of FCA requirements and Consumer Duty.

Responsibilities

• Manage and investigate complaints from start to finish.
• Write clear, fair and accurate final responses.
• Work with customers and partners to resolve complex issues.
• Maintain clear, complete and audit-ready complaint records.
• Support complaints reporting, reviews and compliance activity.
• Identify trends and opportunities to improve customer outcomes.
• Build your knowledge of our bespoke policy administration systems.
• Create and update products, schemes, rates and documentation.
• Troubleshoot queries and support accurate system changes.
• Escalate complex cases and clearly record your reasoning.

Skills

Attention to detail

Strong communication

Ownership mindset

Structured approach

Collaboration

Microsoft Office

Bespoke systems

Tools

Microsoft Office

Bespoke systems

Job description

Complaints & Technical Support Specialist

Help deliver fair outcomes for customers

• Reports to Customer Experience Manager
• Hybrid role with regular travel to London

We’re looking for a Complaints & Technical Support Specialist to join our Customer Experience Team. This is a varied opportunity combining customer complaint resolution, technical system support and underwriting referrals within a growing travel insurance business.

To really fly in this role

We think you’ll be someone who cares about getting things right for customers. You’ll be organised, accurate and confident working through complex information, with the judgement to make balanced decisions and know when to ask for support.

You’ll combine strong communication skills with a methodical approach, whether you’re investigating a complaint, updating our systems or applying underwriting guidelines. You’ll enjoy taking ownership, solving problems and helping us improve the way we work.

Role

• Complaints & Technical Support Specialist

Reports to

• Customer Experience Manager

Location

• Hybrid with regular travel to London

Focus

Complaints, customer outcomes, technical system support and underwriting referrals

Team

• Supportive, collaborative, customer focused

What you’ll do

• Manage and investigate complaints from start to finish
• Write clear, fair and accurate final responses
• Work with customers and partners to resolve complex issues

Keep our records accurate

• Maintain clear, complete and audit-ready complaint records
• Support complaints reporting, reviews and compliance activity
• Identify trends and opportunities to improve customer outcomes

Support our systems

• Build your knowledge of our bespoke policy administration systems
• Create and update products, schemes, rates and documentation
• Troubleshoot queries and support accurate system changes
• Apply appropriate exclusions where guidelines allow
• Escalate complex cases and clearly record your reasoning

Your profile

• You’re accurate and methodical, with a sharp eye for detail and a structured approach to complex information
• You’re a confident communicator who can explain decisions clearly and handle challenging conversations professionally
• You thrive in a fast-paced environment, taking ownership while knowing when to collaborate or escape

Experience should include

• Complaints handling or policy administration in a regulated environment
• Interpreting and applying detailed guidelines consistently
• Strong written communication, record-keeping and customer service skills
• Confidence using Microsoft Office and bespoke business systems
• An understanding of FCA requirements and Consumer Duty

What we offer

What we offer

• 25–30 days holiday
• Private medical and life cover
• Work abroad through the Nomad policy
• Team socials and development support

First 6 months

• Confidently manage complaints and routine underwriting referrals, delivering clear and well-documented outcomes
• Build strong working knowledge of our systems and become a trusted source of support across the business

Ready to shape what comes next?

Let’s build insurance that enables more people to travel.