Claims Governance Complaints Handler

As a Complaints Handler, you'll be responsible for delivering fair, timely resolutions to motor insurance complaints, in line with company policy, the FCA's Consumer Duty and all other regulatory requirements. You'll manage complaints from first contact through to final response, including those escalated to the Financial Ombudsman Service. You'll identify root causes, share insight with the wider business to improve the customer journey, and use early, effective decision‑making to help deliver good outcomes for consumers and minimise the need for complaint‑related compensation.

Claims Governance Complaints Handler

Liverpool or Sevenoaks hybrid

37.5 hours a week - Monday to Friday, between the hours of 9am to 5:30pm

£22,000 - £30,000 depending on experience, plus £2,000 performance‑related bonus potential per annum, achieved quarterly.

• Crushing Your Goals & KPIs – Every day, you'll have the chance to hit clear targets and make a real impact on our customers and our team's success. As you grow and improve, so will your salary!
• Achieving Quality Excellence – Delivering fantastic service will be your superpower. You'll shine in call and file quality audits and always strive to meet our high standards while delivering consistently good outcomes for consumers under the FCA Consumer Duty.
• Turning Complaints into Opportunities – Every complaint is an opportunity to WOW a customer. You'll turn difficult situations around with your patience, empathy and problem‑solving skills, resolving both reportable and non‑reportable motor insurance complaints fairly and promptly.
• Managing Complaints from Start to Finish – You'll own each complaint throughout its lifecycle – from first contact through to final response, including complaints that may be escalated to the Financial Ombudsman Service. You'll gather and review all relevant evidence, make fair and reasonable decisions, and clearly explain your rationale to customers.
• Owning Data & Regulatory Timelines – You'll capture and record accurate, high‑quality data at every stage of the complaint journey, protecting its integrity from start to finish. You'll manage your diary and workload effectively to minimise complaint life cycles and ensure all regulatory deadlines are met.
• Managing Financial Exposure – You'll accurately assess the financial impact of complaints, taking early, effective decisions to minimise complaint‑related compensation while still delivering good outcomes for consumers.
• Driving Continuous Improvement – By identifying root causes and spotting trends, you'll provide feedback to the wider business to help improve our products, processes and overall customer journey.
• Providing VIP Service to Every Customer – Whether you're helping a regular customer or someone going through a tough time, you'll go above and beyond to make their experience as positive as possible.
• Being a Brand Ambassador – You'll proudly represent our brand and values, creating an exceptional experience for everyone you interact with – customers, colleagues and external partners.

• Motivation & Drive – You're passionate about providing exceptional service, tackling challenges head‑on, and continuously improving how you work.
• Strong Communication Skills – You'll be handling complaints via phone, email and potentially webchat – you're great at explaining things clearly and making customers feel heard, respected and valued.
• Empathy & Patience – You can handle tricky situations with calm and professionalism, showing genuine empathy and care, especially for customers who may need a little extra support.
• Goal‑Orientated & Commercial – You love a challenge and take pride in hitting your targets, while also making balanced, commercial decisions that support both good customer outcomes and business needs.
• Attention to Detail – Accuracy matters – you have an eye for detail when investigating complaints, assessing evidence and recording information.
• Regulatory Awareness (or Willingness to Learn) – You already understand or are keen to develop your knowledge of FCA regulations, the Consumer Duty and complaint‑handling rules.
• Team…