Household Complaints Handler

Ageas UK; Eastleigh; Hybrid; GBP 24,000 - 34,000; Part time

Job summary

A leading insurance firm is seeking a dedicated Complaints Handler to join their team in Eastleigh. You will manage and resolve customer complaints while ensuring fair outcomes, embodying exceptional customer service. The role includes adherence to claims processes and stakeholder engagement. Ideal candidates should have a strong background in household claims, excellent communication skills, and a customer-centric approach. Flexible working options and a range of benefits are offered, making this an exciting opportunity for career development and improvement.

Benefits

Flexible working arrangements

Minimum 35 days holiday

Health benefits

Annual bonus schemes

Sports and social club events

Qualifications

• Experience in a Household claims department.
• Strong understanding of insurance products and complaint regulation.
• Excellent verbal and written communication skills.

Responsibilities

• Ensure the right outcome for customers by handling complaints effectively.
• Follow Household Claims processes and regulatory standards.
• Maintain a customer-focused approach to dispute resolution.

Skills

Customer service skills

Analytical skills

Communication skills

Problem-solving skills

Time management

Proficiency in Windows Office

Job description

Job Title : Complaints Handler– Household x2

Contract Type : Permanent, Part Time, Full Time, Job Share option available

Salary Range : £24,640 - £33,720

Location : Hybrid, Flexible

Closing Date for applications : Wednesday 31st December

Work Level : WL2

Hiring manager : Zoe Backhouse

Complaints Handler– Household : Are you passionate about delivering exceptional customer service and ensuring fair outcomes? Ageas is looking for a dedicated Customer Complaints Handler to join our newly developed Complaints team. Reporting directly to a Team Leader, you will play a key role in managing and resolving customer complaints with the highest level of service and professionalism.

In this role, you will act as the voice of the customer, ensuring every complaint is handled fairly. You will proactively manage complaints, working with various contacts and stakeholders to achieve thorough resolutions. Additionally, you will maintain system accuracy in both claims and complaint systems to ensure high‑quality management information and accurate root cause analysis.

If you thrive in a customer‑focused environment and are eager to make a positive impact, we invite you to join our team and help us continue to deliver outstanding service to our customers.

Main Responsibilities

• Complaint Handling : Ensure the right outcome is achieved for our customers by handling complaints effectively.
• Adherence to Processes : Follow Household Claims processes, FCA Dispute Resolution Rules, and complaint handling Service Level Agreement.
• Customer Focus : Maintain an advanced customer‑focused approach towards dispute resolution.
• Stakeholder Engagement : Maintain key stakeholder engagement to ensure thorough and considered complaint resolution.
• Customer‑Centric Approach : Ensure the customer is at the heart of everything we do, understanding their needs and tailoring outcomes in line with Ageas Care.

Skills and Experience

• Must be currently in Household claims department.
• Strong understanding of insurance products, complaint regulation, household claims processes, and the Financial Ombudsman Service.
• Good understanding of regulatory standards, customer outcomes, risk management, and FCA regulations.
• Excellent verbal and written communication skills with customers and stakeholders.
• Proficiency in Windows Office packages (Word, Excel, Outlook, PowerPoint) and quick learning of new technology. Knowledge of household claims operational systems is beneficial.
• Ability to develop and maintain a network of contacts both internally and externally, collaborating cross‑functionally.
• Strong analytical and statistical skills with lateral thinking for effective complaint resolution.
• Proactive problem‑solving skills and creativity in finding solutions.
• Excellent planning, time management, and organisational skills with attention to detail.
• Ability to prioritise and manage multiple tasks without compromising quality.
• Professionalism and teamwork, leading by example and showing appropriate behaviours.
• Curiosity and ownership of performance, striving for continuous improvement.
• Theoretical insurance / legal knowledge and success in insurance exams are advantageous.
• Commitment to continual learning and development.

Benefits

• Flexible Working – Smart Working @ Ageas gives employees flexibility around location (within the UK) and flexibility within the working day to manage other commitments.
• Minimum 35 days holiday (inc. bank holidays) with the ability to buy and sell days.
• Health – Dental insurance, Health Cash Plan, Health Screening, Will Writing, Voluntary Critical Illness, Mental Health First Aiders, Well‑Being Activities – Mindfulness.
• Wealth – Annual Bonus Schemes, Annual Salary Reviews, Competitive Pension, Employee Savings, Employee Loans.
• Well‑Being – Sports and Social Club events, mindfulness sessions, well‑being activities.
• Family – Maternity / pregnant parent / primary adopter entitlement of 16 weeks at full pay and paternity / non‑pregnant parent / co‑adopter at 8 weeks’ full pay.
• Partner Life Assurance and Critical Illness cover.
• Tech – Deals on various gadgets including wearables, tablets and laptops.
• Transport – Car Salary Exchange, Cycle Scheme, Vehicle Breakdown Cover.
• Return‑to‑work programme after maternity leave.