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- Tasks: Manage and resolve customer complaints, driving real change in the business.
- Company: Join Markerstudy Insurance Group, a leader in commercial insurance.
- Benefits: Flexible hybrid work, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with direct exposure to senior leadership.
- Why this job: Make a real impact on customer outcomes and influence business improvement.
- Qualifications: Experience in handling complaints within insurance or regulated financial services.
The predicted salary is between 30000 - 40000 £ per year.
Location: Hybrid (flexible across Markerstudy offices)
Shape better customer outcomes and influence how complaints drive real change. We are looking for a high‑quality Complaints Handler to join the Customer Oversight function within Markerstudy Insurance Group for Markerstudy Business (Commercial Insurance). This is a role with real visibility, working directly with the Head of Customer Oversight. You will play a key part not just in resolving complaints, but in shaping how the business learns from them. This is not a volume‑only environment. It is about ownership, judgment and delivering fair, well‑reasoned outcomes that stand up to regulatory scrutiny.
The role:
- You will take full ownership of commercial insurance complaints from receipt through to resolution, ensuring every case is handled in line with FCA DISP requirements and internal standards.
- Alongside case handling, you will contribute to insight, reporting and continuous improvement – helping the business identify trends, reduce root causes and improve overall customer outcomes.
What You’ll Be Doing
- Managing complaints end‑to‑end, ensuring fair and timely resolution
- Investigating cases thoroughly using policy, process and customer history
- Speaking directly with customers to understand concerns and explain outcomes clearly
- Producing high‑quality written responses that are both compliant and empathetic
- Assessing customer vulnerability and ensuring appropriate support is provided
- Determining fair and proportionate redress where required
- Maintaining accurate records for audit, MI and regulatory purposes
- Identifying trends and root causes to support business improvement
- Applying Consumer Duty principles in all decision‑making
- Working closely with Compliance, QA, Operations and Training teams
- Supporting reporting and insight to strengthen oversight and regulatory confidence
What We’re Looking For
- Experience handling complaints within insurance or regulated financial services
- Strong understanding of FCA regulations, particularly DISP
- Excellent written communication skills with the ability to explain complex decisions clearly
- Strong investigative mindset with sound judgement
- Confidence dealing with sensitive or challenging customer conversations
- High attention to detail and ability to manage multiple cases effectively
- A proactive, customer‑first approach with a focus on fair outcomes
- Desirable: Commercial insurance experience
- Desirable: Familiarity with Financial Ombudsman Service expectations
Why This Role?
- High visibility role with direct exposure to senior leadership
- Opportunity to influence customer outcomes and business improvement
- A balance of case ownership and strategic insight
- A collaborative environment across Oversight, Compliance and Operations
If you’re looking for a role where your decisions genuinely matter and where complaints are used to drive better outcomes, not just close cases, we’d love to hear from you.
Complaints Handler in Newtown employer: Markerstudy Ltd
Contact Detail:
Markerstudy Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler in Newtown
✨Tip Number 1
Get to know the company inside out! Research Markerstudy and understand their values, especially around customer outcomes. This will help you tailor your conversations and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with sensitive customer conversations, role-play scenarios with friends or family. This will help you articulate your thoughts clearly and empathetically during interviews.
✨Tip Number 3
Prepare examples of your past experiences handling complaints. Think about specific cases where you made a real impact. This will demonstrate your investigative mindset and sound judgement, which are key for the Complaints Handler role.
✨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 proactive and serious about joining the team at Markerstudy.
We think you need these skills to ace Complaints Handler in Newtown
Some tips for your application 🫡
Show Your Understanding of the Role: Make sure to highlight your experience in handling complaints, especially within insurance or regulated financial services. We want to see that you understand the importance of fair outcomes and how they impact customer satisfaction.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language to explain your past experiences and how they relate to the role. We appreciate well-structured responses that get straight to the point!
Demonstrate Your Investigative Skills: We’re looking for someone with a strong investigative mindset. In your application, share examples of how you've thoroughly investigated complaints in the past and what steps you took to resolve them effectively.
Tailor Your Application: Don’t forget to tailor your application to our specific needs! Mention your understanding of FCA regulations and how you’ve applied Consumer Duty principles in your previous roles. Apply through our website to ensure we see your application!
How to prepare for a job interview at Markerstudy Ltd
✨Know Your Regulations
Familiarise yourself with FCA regulations, especially DISP. Understanding these guidelines will not only help you answer questions confidently but also demonstrate your commitment to compliance and fair outcomes.
✨Showcase Your Investigative Skills
Prepare examples of how you've handled complaints in the past, focusing on your investigative approach. Highlight specific cases where your judgement led to a positive resolution, as this aligns perfectly with the role's requirements.
✨Communicate Clearly and Empathetically
Practice articulating complex decisions in a simple manner. During the interview, aim to convey your ability to explain outcomes clearly and empathetically, as this is crucial for a Complaints Handler.
✨Demonstrate a Customer-First Mindset
Be ready to discuss how you prioritise customer needs and ensure fair outcomes. Share instances where you've gone above and beyond to support customers, showing that you truly value their experience.