Complaints Handler - Tunbridge Wells
- Royal Tunbridge Wells, Kent
- Permanent
- Full-time
We are a leading specialist in the UK motor insurance market, known for creating targeted products through deep market knowledge and a strong underwriting strategy. Our experienced underwriting team is friendly, accessible, and empowered to make decisions. We pride ourselves on excellent working relationships with professional UK insurance intermediaries and have a strong presence on Aggregator sites such as Confused.com, Go Compare, and Compare the Market.What you’ll be doing
- Take ownership of individual complaints, resolving them in line with agreed standards and FCA regulations
- Manage your own caseload, ensuring all complaints are handled within required deadlines and regulatory guidelines from receipt to conclusion, consistently meeting productivity and quality audit targets
- Contact customers by phone to fully understand their complaint and work towards a fair and timely resolution, including follow-up discussions on outcomes
- Maintain accurate and thorough complaint records to support effective case management and reporting
- Assess customers’ individual needs and circumstances to provide tailored resolutions
- Liaise with internal and external parties to gather relevant information for complaint investigations
- Provide professional, empathetic, and clear communication with customers to promote a positive experience and ensure satisfaction
- Identify trends and provide feedback to support continuous improvement of customer service processes
- Assist with Treating Customers Fairly (TCF) feedback and suggest improvements
- Stay updated on regulatory and legislative changes, with a focus on Financial Ombudsman Service (FOS) decisions and organisational policies
- Apply TCF principles consistently and report any potential risks to your line manager
- Maintain a positive, empathetic, and professional attitude at all times
- Proven customer service experience, supported by solid knowledge of FCA and FOS regulatory guidelines
- Excellent customer service skills with a positive and proactive approach
- Motor insurance experience is desirable but not essential if FCA knowledge is strong
- Ability to resolve customer concerns using empathy, trust, and understanding
- Strong multitasking, prioritisation, and time management skills
- Commitment to regulatory compliance, including FCA, TCF, and Data Protection regulations
- A collaborative, fast-paced work environment
- 25 days annual leave plus bank holidays, with the option to purchase additional holiday
- Health Cash Plan
- A benefits scheme with discounts and cashback on shopping, restaurants, travel, and more
- Life Assurance at four times your annual salary
- Hybrid working model based in Manchester or Tunbridge Wells offices
- Structured learning and development pathway, including opportunities to gain recognised qualifications
- Employee referral scheme