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My client are a rapidly growing Insurtech company, backed by leading venture capital, focused on revolutionising claims processing through cutting-edge AI and automation. Founded by industry veterans, they are committed to bringing efficiency and simplicity to the insurance sector.

The Complaints Handler will play a critical role in managing and resolving a portfolio of customer complaints, whilst effectively conducting root cause analysis and reporting to provide actionable insights to the business teams. They will also liaise with the Financial Ombudsman Service as needed. This role focuses on complaints related to motor and property insurance claims, ensuring fair treatment of customers, and safeguarding the company from regulatory, financial, and reputational risks.

Required Experience

• Proven experience in handling complaints, preferably in the insurance industry
• Familiarity with regulatory requirements and compliance in the insurance industry
• Strong understanding of motor and property insurance claims
• Exceptional communication and interpersonal skills
• Strong analytical and problem-solving abilities
• Ability to work under pressure and meet tight deadlines
• Attention to detail and high level of accuracy
• Proficiency in using relevant software and technology

In the role you will be doing the following:

• Complaint Management: Handle customer complaints regarding motor and property insurance claims, ensuring timely and professional communication throughout the process.
• Investigation: Investigate and assess the validity of complaints by reviewing relevant documents, policies, and claim details to gather all necessary information.
• Internal Liaison: Liaise with internal departments, such as claims adjusters/leaders, product developers, Quality Assurance, and Compliance teams, to gather additional information and resolve complaints effectively.
• Thorough Investigation: Conduct thorough investigations into complaints, including reviewing claim files, policy documents, correspondence, and any other relevant materials.
• Customer Communication: Communicate with customers and relevant parties involved in the claim to understand their concerns fully and provide updates on the complaint resolution process.
• Regulatory Compliance: Work closely with the claims team to ensure that all complaints are addressed promptly and in compliance with regulatory requirements.
• Root Cause Analysis: Conduct root cause analysis to identify trends and underlying issues in complaints, and report findings to provide actionable insights to business teams.
• Continuous Improvement: Collaborate with other teams to strengthen their processes, aiming to deliver high levels of customer satisfaction and maintain the company's reputation.

Benefits include a generous health-insurance package, Industry Qualifications paid by the company (after a qualifying period), work from anywhere to facilitate your work-life balance and a quality work from home set up

This is a fully remote role with a requirement to be predominantly based in the UK