About this role
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Complaints HandlerSalary: £30,000 - £33,500Location: United KingdomWorking Model: Hybrid or RemoteHours: 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 resolutionInvestigate root causes (RCA) and provide feedback to managementLiaise with customers, underwriters, and regulatory bodies to ensure clear and timely communicationHandle Financial Ombudsman Service (FOS) and other regulatory requestsConduct quality audits and case reviews across claims and assistance teamsIdentify trends, training needs, and service improvement opportunitiesSupport improvement of business processes and customer journeysRecognise and support vulnerable customers appropriatelyWork with operations and claims teams to enhance service quality and performanceWhat We’re Looking ForEssential: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 skillsStrong analytical ability and attention to detailGood decision-making skills and commercial awarenessHighly organised with the ability to prioritise workload and work under pressureCustomer-focused approach to service deliveryDesirable:Experience in complaints handling or quality assuranceCase review and audit experienceBackground in customer serviceProficiency in Microsoft Word, Outlook, and ExcelWhat We OfferBupa dental coverHealth Shield cash plan (optical and everyday healthcare)Comprehensive travel insuranceRoyal London pension schemeDeath in service benefitPaid volunteer daysBirthday day off and Christmas Eve off22 days’ holiday plus bank holidays (increasing to 30 days with service)Our CultureWe are committed to service excellence and continuous 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 next step in your career.IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.Originally posted on Himalayas