Senior Complaints Handler

Ageas; Eastleigh; Hybrid; GBP 26,000 - 41,000; Part time

Job summary

A prominent UK insurance provider is seeking a Senior Complaints Handler to deliver exceptional customer service and effectively manage complaints. The ideal candidate will have significant experience in household claims, a strong understanding of complaint regulations, and excellent communication skills. This role offers hybrid working flexibility, part-time or full-time options, and a comprehensive benefits package, including flexible working arrangements and extensive holiday entitlement.

Benefits

Flexible Working

Annual Bonus Schemes

Minimum 35 days holiday

Health Cash Plan

Employee Loans

Qualifications

• Must be currently in the Household claims department and post probationary period.
• Strong understanding of complaint regulation and processes.
• Excellent verbal and written communication skills with stakeholders.

Responsibilities

• Ensure effective handling of customer complaints.
• Conduct root cause analysis to identify improvements.
• Collaborate with team leaders to enhance customer experience.

Skills

Understanding of insurance products

Excellent communication skills

Analytical skills

Proactive problem-solving

Customer service orientation

Education

Insurance exams (advantageous)

Tools

Windows Office packages

Job description

Job Title: SeniorComplaints Handler– Household
Contract Type: Secondment, Part Time, Full Time, Job Share option available
Salary Range: £26,800 - £40,200
Location: Hybrid, Flexible
Closing Date for applications: 31st December

Hiring Manager - Zoe Backhouse

SeniorComplaints Handler– Household: Are you passionate about delivering exceptional customer service and ensuring fair outcomes? Ageas is looking for a dedicated Senior Customer Complaints Handler to join our newly developed Complaints team. 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

• Ensure the right outcome is achieved for our customers by handling complaints effectively.
• Undertake root cause analysis of individual complaints, and complaint trends to identify potential process and training improvements.
• Utilise incident/risk management to mitigate business risk and customer detriment identified through complaint findings.
• Follow Household Claims processes, FCA Dispute Resolution Rules, and complaint handling Service Level Agreements.
• Maintain an advanced customer‑focused approach towards dispute resolution.
• Maintain key stakeholder engagement to ensure thorough and considered complaint resolution.
• Ensure the customer is at the heart of everything we do, understanding their needs and tailoring outcomes in line with Ageas Care.
• Working with the Claims Team Leader to champion the customer experience and cultural changes needed to re‑enforce consistent customer management across the Household claims teams.
• Managing complaints across all perils including subsidence.

Skills and experience

• Must be currently in Household claims department and post probationary period.
• 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.
• Subsidence experience preferable.
• 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.

Here are some of the benefits you can enjoy at Ageas

Flexible Working: Smart Working @ Ageasgives employees flexibility around location (as long as it’s within the UK) and, for many of our roles, flexibility within the working day to manage other commitments, such as school drop offs etc. We also offer all our vacancies part‑time/job‑shares. We also offer a minimum of 35 days holiday (inc. bank holidays) and you can buy and sell days.

Supporting your Health: Dental InsuranceHealth Cash Plan, Health Screening, Will Writing, Voluntary Critical Illness, Mental Health First Aiders, Well Being Activities – Mindfulness.

Supporting your Wealth: Annual Bonus Schemes, Annual Salary Reviews, Competitive Pension, Employee Savings, Employee Loans.

Supporting you at Work: Well‑being activities, mindfulness sessions, Sports and Social Club events and more.

Supporting you and your 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.

Benefits for Them: Partner Life Assurance and Critical Illness cover.

Get some Tech: Deals on various gadgets including Wearables, Tablets and Laptops.

Getting around: Car Salary Exchange, Cycle Scheme, Vehicle Breakdown Cover.

Supporting you back to work: Return‑to‑work programme after maternity leave.

Important Notice – Recruitment Scam Alert

We are aware of fraudulent activity whereby individuals are being contacted with fake job offers claiming to be from Ageas, often for remote roles such as Administrative Assistants. These scams may include offers of high hourly pay and requests for upfront payments or deposits. Please be aware that Ageas will never ask for money at any stage of the recruitment process. Ageas will always ask you to make an application via our Company Websites and all legitimate Ageas job opportunities are listed on our official careers pages within. Communication will only come from verified Ageas email addresses and if you are unsure about the legitimacy of a job offer or communications you are receiving, please contact [e-mail] with the subject FRAUD.

You can view the Ageas Group Applicant Privacy Policy here.

Want to be part of a Winning Team?

Click on the ‘Apply button’ to be considered.

We have a zero‑tolerance approach towards any form of harassment during the recruitment process, ensuring that everyone is treated with respect and professionalism.

Our aim is to have great people everywhere in our business and we’re always looking for outstanding people to join us. Most roles across Ageas allow a proportion of your time to be spent working from home and we’re open to discussing flexible working, including full‑time, part‑time or job share arrangements. To find out more about Ageas, see About Us.

We are one of the largest car and home insurers in the UK. Our People help Ageas to be a thriving, creative and innovative place to work. We show this in the service we provide to over four million customers. As an inclusive employer, we encourage anyone to apply. We’re a signatory of the Race at Work Charter and Women in Finance Charter, member of iCAN and GAIN. As a Disability Confident Leader, we are committed to ensuring our recruitment processes are fully inclusive. That means if you are applying for a job with us, you will have fair access to support and adjustments throughout your recruitment experience. If the list does not cover the support you need, please contact our Recruitment Team to discuss how they can help. We also guarantee an interview for applicants with a disability who meet the minimum criteria for the role. For more information, please see Ageas Everyone.

We have a zero‑tolerance approach towards any form of harassment during the recruitment process, ensuring that everyone is treated with respect and professionalism.

We have a zero‑tolerance approach towards any form of harassment during the recruitment process, ensuring that everyone is treated with respect and professionalism.