Operations & Compliance Admin: Complaints & Claims

Collinson Group; Haywards Heath; On-site; GBP 22,000 - 34,000; Full time

Benefits offered by this job

Competitive reward package

Wellbeing support and development

Job summary

Collinson Group is seeking a proactive Complaints & Email Administration support role in the UK to ensure regulatory-compliant logging, timely responses, and efficient mailbox/workflow management across UK and non-UK operations.

The role supports multiple administrative functions, helping improve service delivery and resilience within a global operating model. Strong attention to detail and cross-team collaboration are essential for success.

Qualifications

• Experience within Insurance, Travel, or Financial Services (preferred).
• Experience in administrative, complaints, or claims support roles.
• Experience managing shared inboxes and document workflows.
• Strong attention to detail and accuracy.
• Ability to manage multiple priorities and meet strict deadlines.
• Good understanding of complaints handling and regulatory requirements (FCA/ICOBS desirable).
• Excellent communication skills, both written and verbal.
• Strong organisational and time management skills.
• Competent in Microsoft Office (Excel and Outlook).

Responsibilities

• Log all complaints in line with regulatory requirements and company standards.
• Ensure complaints are recorded accurately with root cause and categorisation.
• Support audit trails and regulatory compliance for Customer Relations.
• Refer non-complaint communications to appropriate teams.
• Manage shared claims inboxes across UK and non-UK business.
• Attach incoming correspondence to correct claims and create new cases as needed.
• Ensure all customer communications are acknowledged within SLA.
• Maintain mailbox control to prevent backlog and ensure service continuity.
• Provide cover across Claims and Customer Relations during peak periods.

Skills

Attention to detail

Regulatory awareness

Multitasking

Communications

Tools

Excel

Outlook

Job description

Collinson Group is seeking a proactive Complaints & Email Administration support role in the UK to ensure regulatory-compliant logging, timely responses, and efficient mailbox/workflow management across UK and non-UK operations.

The role supports multiple administrative functions, helping improve service delivery and resilience within a global operating model. Strong attention to detail and cross-team collaboration are essential for success.