Complaints Handler

A growing insurance operations team is looking for a Complaints Specialist to take ownership of a key function within a modern, customer-focused claims environment.

This role suits:

• An experienced complaints or quality assurance specialist seeking full ownership and autonomy

• A senior claims professional looking to specialise and help build a function from the ground up

What you’ll be doing:

• Managing complaint investigations end-to-end

• Reviewing outcomes, customer journeys, and regulatory considerations

• Building and improving processes, templates, and workflows as the function develops

• Supporting operational teams with complaint handling best practice

• Identifying trends, root causes, and performance insights

• Working with internal stakeholders and external partners

• Maintaining accurate audit, compliance, and reporting standards

What we’re looking for:

• 2+ years’ experience in insurance complaints, QA, customer resolutions, or regulatory/compliance roles

• Strong written communication and decision-making ability

• Comfortable working independently in a fast-paced environment

• Data-aware with an ability to interpret trends and performance metrics

• Organised, proactive, and customer-focused mindset

• Leadership, coaching, or mentoring exposure is a plus

• Experience in scaling or evolving operational environments is beneficial

What’s on offer:

• Competitive salary

• Performance-related bonus

• Benefits package including healthcare and pension

• 28 days annual leave

• Strong progression opportunities

• Exposure to a modern, technology-enabled claims environment

UK or Ireland work authorisation required.

For a confidential discussion, feel free to message directly.