Customer Claims Complaints & QA Specialist

IPS Group Limited; Manchester; Híbrido; GBP 33.000 - 36.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private medical cover

Life insurance

Pension support

Discretionary bonus

Descripción de la vacante

IPS Group Limited in Manchester is seeking a Customer Claims Complaints & QA Specialist to lead investigations into customer complaints, perform QA reviews, and support regulatory activities across the claims function. You will prepare FOS referrals, manage DSRs, and help shape QA processes while driving improvements in customer outcomes.

The role combines investigative work with quality assurance and compliance support.

Formación

• Experience handling complaints within an FCA regulated environment.
• Strong knowledge of FCA regulations and Treating Customers Fairly principles.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and make well‑reasoned decisions.
• Genuine passion for delivering positive customer outcomes.

Responsabilidades

• Investigating and responding to both informal and formal customer complaints
• Completing quality assurance reviews across customer interactions
• Preparing and supporting Financial Ombudsman Service (FOS) referrals
• Handling Data Subject Requests (DSRs) within required timescales
• Supporting compliance and regulatory activities across the claims function
• Identifying trends and sharing insight to improve customer outcomes
• Helping to develop complaints and QA processes as the team continues to evolve

Conocimientos

Complaint handling

FCA regulations

Written & verbal communication

Analytical thinking

Decision making

Customer outcome focus

Descripción del empleo

Customer Claims Complaints & QA Specialist

Customer Claims Complaints & QA Specialist

Location: Manchester City Centre (office-based during probation)

Salary: Up to £36,000 + 10% Discretionary Bonus

Working Hours: 40 hours per week

IPS Group is working with an innovative and fast-growing InsurTech that is continuing to expand its UK claims operation. Due to ongoing growth, they are looking to appoint a Customer Claims Complaints & QA Specialist to join their newly established claims team in Manchester. This is a newly created role offering the opportunity to play a key part in shaping complaints handling and quality assurance processes within a growing business. You'll work closely with Claims, Compliance and Operational teams to ensure customers receive fair outcomes and exceptional levels of service.

The Role

You'll be responsible for investigating and responding to customer complaints, carrying out quality assurance reviews and supporting a variety of regulatory and customer-focused activities across the claims function. The role will involve reviewing customer interactions, preparing Financial Ombudsman Service (FOS) case files, handling data subject requests and supporting compliance-related activities. You'll also help identify trends, share feedback and contribute to ongoing improvements across the customer journey. As the business continues to grow, you'll have the opportunity to help shape processes, influence best practice and play an important role in maintaining high service standards.

Key Responsibilities Include:

• Investigating and responding to both informal and formal customer complaints
• Completing quality assurance reviews across customer interactions
• Preparing and supporting Financial Ombudsman Service (FOS) referrals
• Handling Data Subject Requests (DSRs) within required timescales
• Supporting compliance and regulatory activities across the claims function
• Identifying trends and sharing insight to improve customer outcomes
• Helping to develop complaints and QA processes as the team continues to evolve

About You

You’ll have previous experience handling complaints within an FCA regulated environment and a strong understanding of customer service, quality assurance and regulatory requirements.

You will also have:

• Experience investigating and resolving customer complaints
• Strong knowledge of FCA regulations and Treating Customers Fairly principles
• Excellent written and verbal communication skills
• Strong analytical and problem-solving abilities
• The ability to work independently and make well‑reasoned decisions
• A genuine passion for delivering positive customer outcomes

What's in it for You?

With a competitive basic salary, 10% discretionary bonus, private medical cover, life insurance and pension support, you’ll be well rewarded for your contribution, alongside a range of additional benefits. The role is hybrid following probation, with four days per week in the office. This is a fantastic opportunity to join a growing InsurTech business in a role that offers broad exposure across Complaints, QA and Compliance, with genuine opportunities to develop as the function continues to expand.

If you’re interested in finding out more, we’d love to hear from you.

Proud member of the Disability Confident employer scheme

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.

Company: IPS Group Limited

Location: Manchester, M1 1RG

Salary: £33,000 to £36,000 a year

Hours: Full-time (40 hours per week)

Job type: Permanent

Posting date: 3 Oct 2026

Closing date: 1 Nov 2026