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- Tasks: Manage complaints from start to finish and improve processes in a customer-focused environment.
- Company: Join a growing insurance operations team with a modern approach.
- Benefits: Enjoy a competitive salary, bonus, healthcare, pension, and 28 days annual leave.
- Other info: Great progression opportunities in a tech-enabled claims environment.
- Why this job: Take ownership of a key function and make a real impact in a dynamic role.
- Qualifications: 2+ years in insurance complaints or quality assurance with strong communication skills.
The predicted salary is between 35000 - 45000 £ per year.
A growing insurance operations team is looking for a Complaints Specialist to take ownership of a key function within a modern, customer-focused claims environment.
This role suits:
- An experienced complaints or quality assurance specialist seeking full ownership and autonomy
- A senior claims professional looking to specialise and help build a function from the ground up
What you’ll be doing:
- Managing complaint investigations end-to-end
- Reviewing outcomes, customer journeys, and regulatory considerations
- Building and improving processes, templates, and workflows as the function develops
- Supporting operational teams with complaint handling best practice
- Identifying trends, root causes, and performance insights
- Working with internal stakeholders and external partners
- Maintaining accurate audit, compliance, and reporting standards
What we’re looking for:
- 2+ years’ experience in insurance complaints, QA, customer resolutions, or regulatory/compliance roles
- Strong written communication and decision-making ability
- Comfortable working independently in a fast-paced environment
- Data-aware with an ability to interpret trends and performance metrics
- Organised, proactive, and customer-focused mindset
- Leadership, coaching, or mentoring exposure is a plus
- Experience in scaling or evolving operational environments is beneficial
What’s on offer:
- Competitive salary
- Performance-related bonus
- Benefits package including healthcare and pension
- 28 days annual leave
- Strong progression opportunities
- Exposure to a modern, technology-enabled claims environment
UK or Ireland work authorisation required. For a confidential discussion, feel free to message directly.
Complaints Handler employer: Michael James Associates
Contact Detail:
Michael James Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler
✨Tip Number 1
Network like a pro! Reach out to your connections in the insurance industry and let them know you're on the lookout for a Complaints Handler role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by brushing up on your complaint handling skills. Think of real-life examples where you've successfully managed complaints or improved processes. This will show potential employers that you’re not just experienced, but also proactive and results-driven.
✨Tip Number 3
Don’t forget to research the company culture! Understanding their values and how they handle customer complaints can give you a leg up during interviews. Plus, it shows you’re genuinely interested in being part of their team.
✨Tip Number 4
Apply through our website! We’ve got a streamlined application process that makes it easy for you to showcase your skills and experience. Plus, it helps us get to know you better right from the start!
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in complaints handling and quality assurance. We want to see how your skills align with the role, so don’t be shy about showcasing your relevant achievements!
Show Off Your Communication Skills: Since strong written communication is key for this role, ensure your application is clear, concise, and free of errors. We love a well-structured application that reflects your ability to communicate effectively, just like you would in the job!
Highlight Your Problem-Solving Abilities: In your application, share examples of how you've tackled complaints or improved processes in the past. We’re looking for candidates who can demonstrate their analytical skills and proactive mindset, so let us know how you’ve made a difference!
Apply Through Our Website: We encourage you to submit your application through our website for the best chance of being noticed. It’s super easy, and it helps us keep everything organised. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Michael James Associates
✨Know Your Stuff
Make sure you brush up on your knowledge of complaints handling and the insurance industry. Familiarise yourself with common complaint scenarios and regulatory requirements, as this will show that you're serious about the role and understand the landscape.
✨Showcase Your Experience
Prepare specific examples from your past roles where you've successfully managed complaints or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easy for the interviewer to see your impact.
✨Be Data-Savvy
Since the role involves identifying trends and performance insights, be ready to discuss how you've used data in previous positions. Bring examples of how you've interpreted metrics to drive improvements in complaint handling or customer satisfaction.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about the current challenges the team faces or how they envision the complaints function evolving. This shows your interest in the role and helps you gauge if it's the right fit for you.