Customer Claims Complaints & QA Specialist

Customer Claims Complaints & QA Specialist Location: Manchester City Centre (office-based during probation) Salary: Up to £36,000 + 10% Discretionary Bonus Working Hours: 40 hours per week IPS Group is working with an innovative and fast-growing InsurTech that is continuing to expand its UK claims operation. Due to ongoing growth, they are looking to appoint a Customer Claims Complaints & QA Specialist to join their newly established claims team in Manchester. This is a newly created role offering the opportunity to play a key part in shaping complaints handling and quality assurance processes within a growing business. You'll work closely with Claims, Compliance and Operational teams to ensure customers receive fair outcomes and exceptional levels of service. The Role You'll be responsible for investigating and responding to customer complaints, carrying out quality assurance reviews and supporting a variety of regulatory and customer-focused activities across the claims function. The role will involve reviewing customer interactions, preparing Financial Ombudsman Service (FOS) case files, handling data subject requests and supporting compliance-related activities. You'll also help identify trends, share feedback and contribute to ongoing improvements across the customer journey. As the business continues to grow, you'll have the opportunity to help shape processes, influence best practice and play an important role in maintaining high service standards. Key Responsibilities Include: Investigating and responding to both informal and formal customer complaints Completing quality assurance reviews across customer interactions Preparing and supporting Financial Ombudsman Service (FOS) referrals Handling Data Subject Requests (DSRs) within required timescales Supporting compliance and regulatory activities across the claims function Identifying trends and sharing insight to improve customer outcomes Helping to develop complaints and QA processes as the team continues to evolve About You You'll have previous experience handling complaints within an FCA regulated environment and a strong understanding of customer service, quality assurance and regulatory requirements. You'll also have: Experience investigating and resolving customer complaints Strong knowledge of FCA regulations and Treating Customers Fairly principles Excellent written and verbal communication skills Strong analytical and problem-solving abilities The ability to work independently and make well-reasoned decisions A genuine passion for delivering positive customer outcomes What's in it for You? With a competitive basic salary, 10% discretionary bonus, private medical cover, life insurance and pension support, you'll be well rewarded for your contribution, alongside a range of additional benefits. The role is hybrid following probation, with four days per week in the office. This is a fantastic opportunity to join a growing InsurTech business in a role that offers broad exposure across Complaints, QA and Compliance, with genuine opportunities to develop as the function continues to expand. If you're interested in finding out more, we'd love to hear from you. 0121 392 9061 / 07967 701036 TPBN1_UKTJ