At a Glance
- Tasks: Resolve motor insurance complaints and deliver top-notch customer service.
- Company: Dynamic insurance firm with a focus on fairness and quality.
- Benefits: Up to 35 days holiday, mental health support, and flexible working options.
- Other info: Great career development opportunities and a supportive work environment.
- Why this job: Make a real difference by helping customers and improving services.
- Qualifications: Strong communication skills and previous experience in claims handling required.
The predicted salary is between 29000 - 35000 € per year.
As a Complaints Handler, you are responsible for delivering fair, timely resolutions to motor insurance complaints in line with company policy, the FCA Consumer Duty and all other regulatory requirements.
Location: Liverpool or Sevenoaks hybrid
Working hours: 37.5 hours a week – Monday to Friday, 9am to 5:30pm
Salary: £29,000 – £35,000 depending on experience plus up to £2,000 performance‑related bonus potential per annum, achieved quarterly.
Responsibilities:
- Deliver high‑quality customer service and meet quality audit standards.
- Resolve both reportable and non‑reportable motor insurance complaints fairly and promptly.
- Own each complaint throughout its lifecycle, from first contact to final response, including escalations to the Financial Ombudsman Service.
- Maintain accurate, high‑quality data and ensure all regulatory deadlines are met.
- Assess financial impact of complaints and minimise complaint‑related compensation.
- Identify root causes and provide feedback to improve products, processes and customer journeys.
- Provide a positive experience to every customer and act as a brand ambassador.
Qualifications:
- Motivation, drive and strong communication skills.
- Empathy, patience and the ability to handle challenging situations with professionalism.
- Goal‑orientated and commercial mindset.
- Attention to detail and accuracy in investigations.
- Knowledge or willingness to learn FCA regulations, the Consumer Duty and complaint‑handling rules.
- Self‑starter who can work independently and collaborate across teams.
- Previous experience in household insurance and claims handling is essential; experience in financial services or complaint handling is desirable.
Benefits:
- Maximum 35 days holiday (depending on role and tenure) including bank holidays, with buy/sell options.
- 24/7 mental health support and free counselling.
- Opportunities for career development through fairs, leadership programs and learning initiatives.
- Flexible benefits, including early salary access via internal platform.
- Hybrid working options to support work‑life balance.
- Recognition awards and social events.
We are an equal opportunity employer.
Claims Governance - Complaints Handler employer: Acorn Group
As a leading employer in the insurance sector, we pride ourselves on fostering a supportive and inclusive work culture that prioritises employee well-being and professional growth. With flexible hybrid working options in vibrant locations like Liverpool and Sevenoaks, we offer generous benefits including up to 35 days of holiday, 24/7 mental health support, and numerous career development opportunities, making us an excellent choice for those seeking a rewarding and meaningful career as a Complaints Handler.
StudySmarter Expert Advice🤫
We think this is how you could land Claims Governance - Complaints Handler
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work in claims or insurance. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints handling. Think about how you would resolve specific scenarios and be ready to share your experiences that showcase your empathy and problem-solving skills.
✨Tip Number 3
Showcase your knowledge of FCA regulations and the Consumer Duty during interviews. This will demonstrate your commitment to compliance and your understanding of the role's responsibilities.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Claims Governance - Complaints Handler
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the role of a Complaints Handler. Highlight your previous experience in claims handling and any relevant knowledge of FCA regulations to show us you’re the right fit!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about delivering excellent customer service and how you’ve successfully resolved complaints in the past. Keep it concise but impactful!
Showcase Your Communication Skills:As a Complaints Handler, strong communication is key. In your application, demonstrate your ability to handle challenging situations with empathy and professionalism. We want to see how you can turn a negative experience into a positive one!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Acorn Group
✨Know Your Stuff
Make sure you brush up on the FCA regulations and the Consumer Duty. Understanding these will show that you're serious about the role and can handle complaints effectively. It’s also a good idea to familiarise yourself with common motor insurance complaints.
✨Showcase Your Empathy
As a Complaints Handler, empathy is key. Prepare examples from your past experiences where you've successfully resolved challenging situations. This will demonstrate your ability to connect with customers and provide a positive experience.
✨Be Detail-Oriented
Highlight your attention to detail during the interview. Discuss how you ensure accuracy in investigations and maintain high-quality data. You might even want to mention any tools or methods you use to keep track of complaints and their resolutions.
✨Ask Insightful Questions
Prepare some thoughtful questions about the company’s complaint-handling processes or how they measure success in this role. This shows your interest and helps you understand if the company is the right fit for you.
