Technical Complaints Specialist – FCA‑Aligned (3‑Day SLA)

ARAG plc; Caerphilly; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

26 days holiday

Pension scheme (employer match)

Employee Reward and Incentive Scheme

Income protection

Legal protection

Health cash plan

Cycle scheme (salary sacrifice)

Employee discounts hub

Job summary

ARAG UK in Bristol is seeking a Technical Complaints Handler to support a three-day complaint process for customers and partners. You will manage a caseload and ensure respectful interactions while applying FCA rules.

You will coach junior claims staff, report findings, and help drive improvements across the complaints function, while meeting regulatory requirements and providing follow-up calls to resolve issues.

Qualifications

• Experience handling complaints in financial services.
• Ability to conduct independent investigations delivering fair customer outcomes.
• Confident communicator with experience applying FCA complaint handling rules.
• Ability to balance quality and pace through effective time management.

Responsibilities

• Manage a caseload of three-day complaints from customers, business partners and solicitors.
• Ensure every interaction with customers and colleagues is respectful and tailored to the individual.
• Support the coaching of Claims Handlers in their development to resolve 3 day complaints and their general understanding of the claims environment.
• Develop an understanding of complaints handling activity across ARAG UK, recording and reporting findings and corrective actions through the appropriate channels.
• Provide follow-up contact, mainly by phone, to help resolve customer complaints while sharing feedback with the claims function on operational improvements and training needs.
• Meet regulatory requirements for complaints handling.

Skills

Complaints handling

Customer service

Regulatory knowledge

Investigations

Job description

ARAG UK in Bristol is seeking a Technical Complaints Handler to support a three-day complaint process for customers and partners. You will manage a caseload and ensure respectful interactions while applying FCA rules.

You will coach junior claims staff, report findings, and help drive improvements across the complaints function, while meeting regulatory requirements and providing follow-up calls to resolve issues.