Complaint Handler

Complaints Handler
Salary: £30,000 – £33,500
Location: United Kingdom
Working Model: Hybrid or Remote
Hours: 7.5 hours per day, Monday–Friday (08:00–20:00 shift window)
About the Role
We are seeking a detail-driven and customer-focused Complaints Handler to join our Quality Assurance team. In this role, you will play a key part in driving quality across our Claims and 24/7 Assistance teams, ensuring excellent customer service while maintaining full compliance with regulatory requirements.

Reporting to the Technical Claims Manager, you will manage complaints and appeals across multiple lines of business, conduct quality reviews, and provide insights to improve customer journeys and operational performance.
Key Responsibilities

+ Manage complaints and appeals in line with FCA/ICB regulations, from acknowledgment through to resolution

+ Investigate root causes (RCA) and provide feedback to management

+ Liaise with customers, underwr...

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