Senior Insurance Complaints Advocate

Davies; Rishton; Hybrid; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Davies Innovation Lab

Leadership training programme

Funding for professionalQualifications

Thrive at Davies learning programmes

Pension 5% employee / 5% employer

Life assurance 4x salary

Cycle to Work Scheme

Flexible working

25 days holiday

Job summary

Davies is seeking a Senior Complaint Handler to join our Customer Relations team in a hybrid role based in Preston or Stoke. You will manage complex, high-risk complaints from investigation to resolution, applying regulatory knowledge to deliver fair, evidence-based outcomes while ensuring empathy and excellent service.

You will mentor colleagues, drive quality standards, and support improvements to reduce future complaints, ensuring all activities align with FCA requirements and regulatory

Qualifications

• Significant experience handling complaints within insurance, financial services or another regulated environment.
• Strong understanding of FCA complaint handling requirements, particularly DISP.
• Excellent written communication skills with the ability to produce high-quality complaint responses.
• Strong analytical and problem-solving abilities.

Responsibilities

• Manage a portfolio of complex, high-profile complaints across insurance products and services.
• Conduct detailed investigations using policy documents, claim files, call recordings, correspondence and evidence.
• Draft clear, well-reasoned and customer-friendly complaint responses.
• Calculate and recommend appropriate compensation, redress and remedial actions where required.
• Ensure complaints are resolved within FCA and business timescales.
• Represent the business during Financial Ombudsman Service investigations and referrals.
• Provide coaching and support to Complaint Handlers on investigation techniques and decision making.

Skills

Complaint handling

Regulatory knowledge (FCA DISP)

Analytical thinking

Communication skills

Job description

Davies is seeking a Senior Complaint Handler to join our Customer Relations team in a hybrid role based in Preston or Stoke. You will manage complex, high-risk complaints from investigation to resolution, applying regulatory knowledge to deliver fair, evidence-based outcomes while ensuring empathy and excellent service.

You will mentor colleagues, drive quality standards, and support improvements to reduce future complaints, ensuring all activities align with FCA requirements and regulatory