Claims Governance - Complaints Handler in Liverpool

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.

What You’ll Be Doing

• 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.
• Achieving Quality Excellence – Delivering fantastic service will be your superpower.
• Turning Complaints into Opportunities – Every complaint is an opportunity to WOW a customer.
• Managing Complaints from Start to Finish – You’ll own each complaint throughout its lifecycle.
• Owning Data & Regulatory Timelines – You’ll capture and record accurate, high‑quality data at every stage of the complaint journey.
• Managing Financial Exposure – You’ll accurately assess the financial impact of complaints.
• Driving Continuous Improvement – By identifying root causes and spotting trends, you’ll provide feedback to the wider business.
• Providing VIP Service to Every Customer – 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.

What We’re Looking For

• Motivation & Drive – You’re passionate about providing exceptional service.
• Strong Communication Skills – You’ll be handling complaints via phone, email and potentially webchat.
• Empathy & Patience – You can handle tricky situations with calm and professionalism.
• Goal‑Orientated & Commercial – You love a challenge and take pride in hitting your targets.
• Attention to Detail – Accuracy matters – you have an eye for detail when investigating complaints.
• Regulatory Awareness (or Willingness to Learn) – You already understand, or are keen to develop your knowledge of, FCA regulations.
• Team Player & Self‑Starter – You’re a motivated self‑starter who can work independently.
• Experience – Previous experience in insurance, financial services or complaint handling is desirable but not essential.

Why This Opportunity is So Exciting

• Career Growth with Pay Increases – Start with us and watch your career take off!
• Join an Amazing Team – You won’t just be another employee.
• Endless Development Opportunities – We believe in continuous growth.
• A Fun and Dynamic Environment – This isn’t your average job.

Benefits

• A maximum of 35 days’ holiday including bank holidays, with additional buy/sell options.
• 24/7 mental health support & free counselling available.
• Flexible benefits, including early access to salary via our internal platform.
• Hybrid working options to support work‑life balance.
• Recognition awards, social events & more.

Our Commitment to Our Colleagues

• Mindful Employer – championing mental health and wellbeing.
• Disability Confident Level 1 & 2 – creating accessible, inclusive opportunities.
• Menopause Friendly accredited – supporting every stage of life.
• Armed Forces Covenant signatory – honouring those who serve.
• Great Places to Work 2024/25 – fostering an engaging and positive workplace culture.

A Few Things to Know Before You Apply

• If your application is successful, we will commence relevant employment checks prior to you commencing employment with us.
• Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post‑Study Work visa.

We’re committed to creating an inclusive, supportive workplace where everyone can flourish.