Travel Insurance Complaints & Tech Support Specialist

Ancile Insurance Group; Greater London; Hybrid; GBP 35,000 - 52,000; Full time

Benefits offered by this job

25–30 days holiday

Private medical and life cover

Work abroad through the Nomad policy

Team socials and development support

Job summary

Ancile Insurance Group is seeking a Complaints & Technical Support Specialist to join the Customer Experience Team in a hybrid role with regular travel to London. The role combines customer complaint resolution, technical system support and underwriting referrals within a growing travel insurance business.

You’ll investigate complaints, update systems and apply underwriting guidelines, taking ownership while collaborating with colleagues to improve customer outcomes.

Qualifications

• Complaints handling or policy administration in a regulated environment.
• Interpreting and applying detailed guidelines consistently.
• Strong written communication, record-keeping and customer service skills.
• Confidence using Microsoft Office and bespoke business systems.
• An understanding of FCA requirements and Consumer Duty.

Responsibilities

• Manage and investigate complaints from start to finish.
• Write clear, fair and accurate final responses.
• Work with customers and partners to resolve complex issues.
• Maintain clear, complete and audit-ready complaint records.
• Support complaints reporting, reviews and compliance activity.
• Identify trends and opportunities to improve customer outcomes.
• Build your knowledge of our bespoke policy administration systems.
• Create and update products, schemes, rates and documentation.
• Troubleshoot queries and support accurate system changes.
• Escalate complex cases and clearly record your reasoning.

Skills

Attention to detail

Strong communication

Ownership mindset

Structured approach

Collaboration

Microsoft Office

Bespoke systems

Tools

Microsoft Office

Bespoke systems

Job description

Ancile Insurance Group is seeking a Complaints & Technical Support Specialist to join the Customer Experience Team in a hybrid role with regular travel to London. The role combines customer complaint resolution, technical system support and underwriting referrals within a growing travel insurance business.

You’ll investigate complaints, update systems and apply underwriting guidelines, taking ownership while collaborating with colleagues to improve customer outcomes.