Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Handle customer complaints with empathy and professionalism, ensuring timely resolutions.
- Company: Leading specialist in the UK motor insurance market with a friendly team.
- Benefits: 25 days annual leave, health cash plan, hybrid working, and life assurance.
- Why this job: Join a dynamic team and make a real difference in customer satisfaction.
- Qualifications: Customer service experience and knowledge of FCA regulations are essential.
- Other info: Opportunities for professional development and recognised qualifications.
The predicted salary is between 28800 - 43200 £ per year.
We are seeking Complaints Handlers to join our Customer Relations Team. If you have strong Motor Claims Insurance or Complaints experience, we would love to hear from you. FCA knowledge is essential if you don\’t have motor insurance experience. Why join us? We are a leading specialist in the UK motor insurance market, known for creating targeted products through deep market knowledge and a strong underwriting strategy. Our experienced underwriting team is friendly, accessible, and empowered to make decisions. We pride ourselves on excellent working relationships with professional UK insurance intermediaries and have a strong presence on Aggregator sites such as Confused.com, Go Compare, and Compare the Market. What you\\\’ll be doing
Responsibilities
- Take ownership of individual complaints, resolving them in line with agreed standards and FCA regulations
- Manage your own caseload, ensuring all complaints are handled within required deadlines and regulatory guidelines from receipt to conclusion, consistently meeting productivity and quality audit targets
- Contact customers by phone to fully understand their complaint and work towards a fair and timely resolution, including follow-up discussions on outcomes
- Maintain accurate and thorough complaint records to support effective case management and reporting
- Assess customers\\\’ individual needs and circumstances to provide tailored resolutions
- Liaise with internal and external parties to gather relevant information for complaint investigations
- Provide professional, empathetic, and clear communication with customers to promote a positive experience and ensure satisfaction
- Identify trends and provide feedback to support continuous improvement of customer service processes
- Assist with Treating Customers Fairly (TCF) feedback and suggest improvements
- Stay updated on regulatory and legislative changes, with a focus on Financial Ombudsman Service (FOS) decisions and organisational policies
- Apply TCF principles consistently and report any potential risks to your line manager
- Maintain a positive, empathetic, and professional attitude at all times
Qualifications
- Proven customer service experience, supported by solid knowledge of FCA and FOS regulatory guidelines
- Excellent customer service skills with a positive and proactive approach
- Motor insurance experience is desirable but not essential if FCA knowledge is strong
- Ability to resolve customer concerns using empathy, trust, and understanding
- Strong multitasking, prioritisation, and time management skills
- Commitment to regulatory compliance, including FCA, TCF, and Data Protection regulations
Benefits
- 25 days annual leave plus bank holidays, with the option to purchase additional holiday
- Health Cash Plan
- A benefits scheme with discounts and cashback on shopping, restaurants, travel, and more
- Life Assurance at four times your annual salary
- Hybrid working model based in Manchester or Tunbridge Wells offices
- Structured learning and development pathway, including opportunities to gain recognised qualifications
- Employee referral scheme
#J-18808-Ljbffr
Complaints Handler - Manchester employer: Markerstudy Ltd
Contact Detail:
Markerstudy Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler - Manchester
✨Tip Number 1
Get to know the company inside out! Research their values, products, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with complaints, being able to express empathy and clarity is key. Role-play with a friend or family member to get comfortable with handling tricky situations.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing that job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our awesome team in Manchester.
We think you need these skills to ace Complaints Handler - Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight any relevant customer service or complaints handling experience, especially if you have FCA knowledge. We want to see how you fit into our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your background aligns with our needs. Keep it friendly and professional, just like we are at StudySmarter.
Showcase Your Communication Skills: As a Complaints Handler, clear communication is key. In your application, demonstrate your ability to convey information effectively. Whether it's through your writing style or examples of past experiences, let us see your skills in action!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. We can’t wait to hear from you!
How to prepare for a job interview at Markerstudy Ltd
✨Know Your FCA and FOS Inside Out
Make sure you brush up on your knowledge of FCA and FOS regulations before the interview. Being able to discuss these confidently will show that you understand the framework within which the company operates, and it’ll demonstrate your commitment to regulatory compliance.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully resolved complaints or provided excellent customer service. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easy for the interviewer to see how you handle challenging situations.
✨Demonstrate Empathy and Understanding
During the interview, highlight your ability to connect with customers on a personal level. Share stories that illustrate your empathetic approach to resolving complaints, as this is crucial for a role in customer relations. Remember, they want to see that you can maintain a positive attitude even when dealing with difficult cases.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's approach to customer complaints and their expectations for the role. This not only shows your interest in the position but also gives you a chance to assess if the company culture aligns with your values, especially regarding treating customers fairly.