Complaints Officer

We are looking for a proactive, professional, and solutions‑focused individual to join our Complaints team as a Complaints Officer.

This role is suited to someone who enjoys investigating customer issues, resolving escalated concerns, and working towards fair and balanced outcomes. You will deal with a broad range of customer matters, including complaints, feedback, service concerns, general escalations, and other complex queries.

This is not a scripted call centre role. We are looking for someone who can think independently, assess information carefully, communicate professionally, and take ownership of issues through to resolution.

The role involves a mixture of telephone‑based work and administrative tasks. You will communicate with customers both verbally and in writing, often in sensitive or challenging circumstances. You will need to remain calm under pressure, de‑escalate concerns confidently, and work collaboratively with colleagues across the business to resolve issues effectively.

The Complaints team plays an important role in ensuring customers are treated fairly and receive a positive experience with our business. The team also reviews customer‑facing aspects of the organisation to ensure our processes, systems, communications, and customer journeys are working correctly, fairly, reasonably, accessibly, and compliantly.

By reviewing customer issues and identifying patterns or recurring problems, you will help the business improve its processes, customer service, and overall customer outcomes.

We are looking for someone who:

• Has experience handling customer complaints, escalations, or complex customer issues
• Is confident speaking with customers and de‑escalating challenging situations
• Can communicate clearly, professionally, and empathetically, both verbally and in writing
• Enjoys problem solving, investigation, and getting to the root cause of issues
• Can assess information objectively and make balanced decisions
• Works well in a fast‑paced environment with competing priorities
• Is organised, reliable, and comfortable managing multiple tasks
• Takes ownership of issues and follows them through to resolution
• Can represent the business professionally when dealing with customers, colleagues, and external partners

• Investigate and resolve customer concerns, complaints, feedback, and service issues
• Speak with customers by telephone and communicate in writing to address and resolve concerns
• De‑escalate difficult situations and work towards fair, practical, and balanced outcomes
• Review customer accounts, call recordings, policy information, internal notes, and other records to understand the full circumstances of each matter
• Work with internal departments and external partners to obtain information and resolve customer issues
• Provide clear written responses explaining outcomes, decisions, and next steps
• Record investigations, actions, and outcomes accurately
• Identify trends, recurring issues, service gaps, or customer journey problems and feed these back to management
• Help balance workloads across the team and support colleagues where required
• Assist with a wide range of tasks that support the department and wider business
• Support investigations relating to payment disputes, data protection queries, or Subject Access Requests where required
• Assist with reviewing potential fraud concerns or complex customer disputes where additional investigation may be needed
• Contribute to improving customer‑facing processes, communications, and service standards

• Previous customer service, complaints handling, escalations, or dispute resolution experience is essential
• Strong problem‑solving and investigation skills
• Excellent written and verbal communication skills
  
  Ability to confidently de‑escalate challenging customer situations
• Strong attention to detail and the ability to assess information objectively
• Good organisational skills and the ability to manage multiple cases or tasks
• Comfortable working in a fast‑paced, office‑based environment
• Confident using systems, reviewing customer records, and keeping clear notes
• Knowledge or experience within the insurance…