Lead Complaints Handler

Jobgether; Remote; IDR 687.442.000 - 756.187.000; Full time

Job summary

A recruitment service is seeking a Complaints Handler to enhance customer satisfaction across claims operations. This role involves managing complaints, ensuring regulatory compliance, and conducting quality checks. The candidate should have over 5 years of experience in claims processing, strong analytical skills, and excellent communication abilities. The position allows for hybrid or fully remote working, offering a competitive salary and various benefits including 22 days holiday plus bank holidays and access to career development support.

Benefits

Competitive salary

Hybrid or fully remote working options

22 days holiday plus 8 bank holidays

Career development support

Employee recognition awards

Qualifications

• Minimum 5 years’ experience in claims processing and/or 24/7 assistance.
• Fluent written and spoken English.
• Strong decision-making ability with sound commercial awareness.

Responsibilities

• Handle complaints and appeals ensuring compliant resolution.
• Conduct regular quality checks and audits.
• Collaborate with Claims, Operations, and Training teams.

Skills

Claims processing

Customer-first mindset

Excellent communication

Analytical skills

Attention to detail

Job description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Complaints Handler - REMOTE. In this role, you'll be instrumental in enhancing quality and customer satisfaction across our claims operations. You will take ownership of complaints and appeals while ensuring compliance in a regulated environment. This is a unique opportunity to leverage your expertise in claims processing and quality assurance to drive significant improvements in customer journeys and team performance. If you are passionate about customer service and making a positive impact, we want to hear from you.

Accountabilities

• Handle complaints and appeals across FCA/ICB-regulated business, ensuring fair, timely, and compliant resolution
• Review, acknowledge, log, and manage complaints end-to-end, identifying root causes and improvement opportunities
• Prepare and register Financial Ombudsman Service (FOS) and other regulatory file requests
• Act as a key point of contact for customers, internal teams, and regulatory bodies
• Identify and support vulnerable customers, adapting communication and handling to meet their needs
• Conduct regular quality checks, audits, and case reviews across claims and 24/7 assistance teams
• Provide clear feedback and reporting to management on quality performance and trends
• Collaborate with Claims, Operations, and Training teams to improve service quality

Requirements

• Minimum 5 years’ experience in claims processing and/or 24/7 assistance
• Fluent written and spoken English
• Excellent written and verbal communication skills
• Strong decision-making ability with sound commercial awareness
• High attention to detail with strong analytical and problem-solving skills
• Customer-first mindset with the ability to see the bigger picture
• Confident identifying risk and knowing when to elevate
• Highly organised and able to perform well under pressure

Benefits

• Competitive salary of £30,000 – £33,000
• Hybrid or fully remote working options
• Collaborative and supportive team environment
• Opportunity to influence customer outcomes and service quality
• A values-driven organisation focused on service excellence
• 22 days holiday plus 8 bank holidays (increasing up to 30 days)
• Birthday and Christmas Eve off
• Flexible remote or hybrid working options
• Career development support and employee recognition awards
• A diverse, inclusive, and globally connected team

Why Apply Through Jobgether?

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.