Customer Complaints Executive (Insurance)

This job is with Booking.com, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

Role Overview: As a Customer Complaints Executive (Insurance), you will take ownership of customer complaints relating to our insurance products, including car protection policies, room cancellation cover, and single-trip travel insurance. You'll be responsible for investigating cases end-to-end, engaging with multiple stakeholders to reach fair and timely outcomes for our customers. You'll apply sound judgement and a strong understanding of insurance processes to deliver responses that are accurate, transparent, and compliant with regulatory requirements (e.g. Financial Conduct Authority (FCA), Consumer Duty and The Dutch Authority for the Financial Markets (AFM).) This role requires a balance of empathy and analytical thinking, ensuring every customer feels heard and that each resolution reflects both fairness and regulatory integrity. Working as part of a small, collaborative team, you'll help identify root causes, contribute to process improvements, and share accountability for the overall success of the Insurance Complaints function.

Key Job Responsibilities and Duties:

• Receive, log, and triage complaints, ensuring all details and correspondence are accurately recorded in the complaints management system.
• Investigate complaints end-to-end, reviewing policy documents, claims files, insurer partners decisions, third-party correspondence, and any other relevant records.
• Engage with a range of stakeholders: internal (claims, finance, legal, compliance) and external (insurer partners, car hire companies) to gather the information required for resolution.
• Prepare and issue written responses (e.g. Final Responses) to customers, ensuring all regulatory and internal standards are met, including FCA and AFM requirements, and fairness obligations.
• Escalate complex or high-value complaints to senior managers or specialist teams, providing clear recommendations on remedial actions and appropriate redress.
• Monitor complaint trends and root-cause themes, and contribute to continuous process improvement initiatives.
• Manage your workload effectively in a fast-paced and deadline-driven environment, maintaining attention to detail and consistency at all times.
• Collaborate as part of a small team, approaching Insurance Complaints work with a shared sense of responsibility.
• Be a team player and prioritise collective success over individual tasks, take ownership of your contributions, and support colleagues to achieve common goals.
• Uphold high standards of customer service, ensuring empathy, clarity, and transparency in all interactions - even when conversations are challenging.
• Ensure all complaints are resolved within agreed Service Level Agreements (SLAs) and regulatory timelines.
• Deliver fair and balanced outcomes for every customer, considering their individual circumstances and any distress, inconvenience, or financial loss experienced, in line with our Vulnerable Customer and Treating Customers Fairly policies.

Role Qualifications and Requirements:

Must-Haves:

• At least one year experience in handling complaints in a regulated environment.
• Strong written and verbal communication skills, with the ability to explain complex information clearly, confidently, and with empathy.
• Strong investigative and analytical skills, capable of identifying root causes and making sound, evidence-based decisions.
• High level attention to detail with the ability to think outside of the box to find creative solutions that meet the needs of our regulators, customers and business.
• Independent worker with excellent organisational and time management skills who can handle a varied caseload through multitasking and prioritisation.
• Decision-making and problem-solving skills, which are linked to excellent ownership and accountability.
• Competent user of digital tools and systems, including case-management platforms and Google Workspace (Docs, Sheets, Slides).
• An active listener who can demonstrate emotional intelligence and empathy on a daily basis.
• Fluent in English, verbal and written.

Desired skills:

• Experience handling complaints within insurance is strongly preferred.
• Experience within financial services or another regulated environment would also be valuable.
• A good technical understanding of insurance products, such as claims handling, policy wording, and coverage decisions.
• Experience using or adapting AI tools to streamline daily tasks and improve efficiency.
• Fluency in another language (spoken and written).
• CII Level 3 Qualification.