Complaints Handler

Job Title: Complaints HandlerReports To: Operations ManagerLocation: Hybrid (London Based Office)Pay Point: Rank 7 (£30,970 to £32,500) plus 6.0% employer pension contribution and standard benefits.

In this role, you will handle incoming complaints and process them through our systems. You will present a professional persona to our customers and use your investigation, problem-solving, and communication skills to manage and resolve complaints effectively. You will ensure complainants are kept informed throughout the process, with outcomes delivered in line with regulatory timeframes and company standards.

• Handle initial receipt and acknowledgment of complaints.
• Provide regular updates to complainants on the status of their complaints.
• Collect relevant facts and details, review information against policy terms, and identify possible handling/service errors.
• Communicate with complainants by telephone and in writing, delivering timely updates and maintaining high customer service standards.
• Maintain accurate records of complaints, investigations, communications, and resolutions.
• Manage multiple cases and work to challenging timescales, keeping the operations manager informed.
• Work with multiple stakeholders to reach fair outcomes.
• Calculate redress and compensation in line with regulatory and FOS guidelines.
• Respond to customer feedback on Trustpilot promptly and professionally.
• Create reports and briefing sheets to explain trends and patterns in complaints.
• Coach others in best practices and challenges in claims management.

• Handle claims in line with customer promises, ensuring timely resolution.
• Work collaboratively as part of the Installsure team, following company values.
• Share knowledge across departments and contribute to continuous professional development.
• Manage complaints workload effectively, identifying opportunities for process improvements.

Essential Criteria:

• Minimum C grades at GCSE English and Maths.
• Previous experience in an FCA regulated complaint handling environment.
• Strong knowledge of FCA and FOS rules.
• Significant experience in the insurance sector.
• Proficient in Microsoft Office suite.
• Excellent written and oral communication skills.
• Highly analytical with excellent problem-solving skills.
• Ability to work flexibly and collaboratively as part of a team.

Desirable Criteria:

• Qualifications in law.
• Knowledge or experience in claim handling in the glazing industry.
• Proven experience in contributing innovatively to a service.

• Inquisitive and investigative nature.
• Exceptional attention to detail.
• Great team player with the ability to work on own initiative.
• Self-awareness and understanding of personal strengths and weaknesses.
• Approachable and willing to accept feedback.
• Commitment to a career in complaints and insurance.
• Ambitious to grow and stay with the Installsure team long-term.

• Commitment to equality of opportunity for all individuals.
• Ensure duties are discharged in accordance with Health and Safety policies.
• Identify operations that use significant amounts of energy and resources, aiming to reduce consumption and promote recycling.