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.
”, “datePosted”: “2026-05-10”, “hiringOrganization”: { “@type”: “Organization”, “name”: “Michael James Associates”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__428834871__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “” } } }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.
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