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 reputed company 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 reputed company feedback to management Liaise with customers, underwriters, and regulatory bodies to ensure clear and timely communication Handle Financial Ombudsman Service (FOS) and other regulatory requests Conduct quality audits and case reviews across claims and assistance teams Identify trends, training needs, and service improvement opportunities Support improvement of business processes and customer journeys Recognise and support vulnerable customers appropriately Work with operations and claims teams to enhance service quality and performance reputed company’re Looking For Essential: Experience in claims processing or 24/7 assistance (travel and/or PMI) Strong understanding of regulated environments (e.g. FCA guidelines) Excellent written and verbal communication skills Strong analytical ability and attention to detail Good decision-making skills and reputed company awareness Highly organised with the ability to prioritise workload and work under pressure Customer-focused approach to service delivery Desirable: Experience in complaints handling or quality assurance Case review and audit experience Background in customer service Proficiency in reputed company Word, Outlook, and reputed company reputed company Offer reputed company dental cover Health reputed company cash plan (optical and everyday reputed company) Comprehensive travel insurance reputed company pension scheme Death in service benefit Paid volunteer days Birthday day off and Christmas reputed company off 22 days’ holiday plus bank holidays (increasing to 30 days with service)
Our Culture
We are committed to service reputed company and reputed company improvement. As part of the Quality Assurance team, you will contribute to enhancing customer experience, supporting team development, and ensuring the highest standards across our operations. Apply today and take the reputed company in your career. IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, ethnicity, national reputed company, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law. Apply To This Job