Location & Salary
Location: Glasgow or Fareham – hybrid, minimum 50% office based. Salary: Up to £28,000 depending on experience, plus benefits. Hours: 35 hours per week (Monday‑Friday, 9am‑5pm). The role is available full‑time, part‑time, or job‑share. Closing date: 10th July 2026.
The Opportunity
We’re looking for a complaints specialist to join our team and help customers when they need us the most. The role involves handling complaints for property insurance products, assessing each complaint and making fair decisions quickly. You will manage a caseload of customer complaints and work with multiple departments, suppliers and customers to find resolutions.
Key Responsibilities
- Understand our customers and their challenges and respond empathetically.
- Look into complaints in a fair, consistent, and effective way, engaging with the relevant people.
- Analyse information to make good decisions.
- Respond quickly, professionally, and fairly, and communicate effectively.
- Follow all regulatory rules.
- Manage a complaints caseload.
- Help identify causes of complaints and trends.
- Help improve the team and company.
- Use assertiveness, influencing and negotiating skills.
- Work well with everyone and set a good example.
- Always act with integrity, be resilient and have a positive attitude.
Skills and Experience
- Experience dealing with complaints from customers, for property insurance claims or complaints.
- Excellent communication skills.
- Precise with great attention to detail.
- Knowledge of insurance guidelines and procedures.
- May be working toward professional development (e.g., CII).
- Experience of sending final written responses.
- This is a telephone‑based role – you are comfortable taking calls.
Work Environment
This is a telephone‑based role. When working from home, you should have a safe, private area with minimal distractions and a solid internet connection.
EEO Statement
We’re committed to treating all applicants fairly and with respect, irrespective of protected characteristics. You may inform us of any reasonable adjustment or support needed.
Benefits
Benefits include a 12% defined non‑contributory pension scheme, an annual company bonus, private medical insurance and the option to buy up to an additional 20 days or sell some of your holiday, alongside other flexible benefits.
#J-18808-Ljbffr…