Interim Complaints Handler

Arthur; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading insurance firm is seeking a dedicated Complaints Handler to manage the complaints process in their travel insurance division. The candidate should have prior experience in complaints handling, preferably within the insurance or financial services sectors. Strong organizational, communication, and problem-solving skills are essential. This hands-on role involves managing multiple complaints efficiently while ensuring compliance with regulatory requirements.

Qualifications

• Previous experience in complaints handling, preferably within insurance or financial services.
• Strong organizational and communication skills.
• Ability to manage multiple cases efficiently.

Responsibilities

• Manage the full complaints handling process from receipt to resolution.
• Ensure all complaints are recorded, tracked, and responded to within agreed timescales.
• Identify opportunities for process improvements.

Skills

Organizational skills

Communication skills

Attention to detail

Proactive problem-solving

Job description

About Starr Underwriting:
Starr Underwriting is experiencing significant growth in their travel insurance portfolio, leading to an increased volume of customer complaints. To support this expansion, we are seeking a dedicated Complaints Handler to manage the day-to-day complaints process.

Role Overview:
The Complaints Handler will take over responsibility from the Compliance Officer for managing the complaints process within the travel insurance division. This is a hands-on role requiring effective handling of an increasing number of complaints, currently at 70 year-to-date, with numbers expected to continue rising.

Key Responsibilities:

• Manage the full complaints handling process from receipt to resolution
• Ensure all complaints are recorded, tracked, and responded to within agreed timescales
• Liaise with internal teams and external stakeholders to resolve issues promptly
• Maintain accurate documentation and reporting on complaint trends
• Identify opportunities for process improvements to reduce complaints volume
• Support compliance and regulatory requirements related to complaint handling

Candidate Requirements:

• Previous experience in complaints handling, preferably within insurance or financial services
• Strong organizational and communication skills
• Ability to manage multiple cases efficiently and maintain attention to detail
• Knowledge of relevant regulatory frameworks and complaint handling best practices
• Proactive and solution-focused approach