We’re working with a fast-growing, forward-thinking business within the insurance space, looking to add a Complaints Adviser to their Customer Experience team.
This is a fantastic opportunity to join a modern, people-focused organisation where you’ll play a key role in ensuring fair customer outcomes while working in a collaborative and supportive environment.
The Role
As a Customer Complaints Adviser, you will take full ownership of customer complaints, ensuring they are handled efficiently, fairly, and in line with FCA regulations.
You’ll be liaising with customers, brokers, and third parties to resolve issues, while also identifying trends and contributing to continuous improvement across the business.
Key Responsibilities
- Manage complaints from initial contact through to full resolution
- Ensure all cases are handled in line with FCA DISP and regulatory requirements
- Deliver fair and consistent outcomes for customers
- Liaise with brokers, third parties, and internal departments
- Escalate complex cases, including potential FOS referrals
- Support root cause analysis to identify trends and improve processes
- Provide guidance and support to wider customer service teams
- Handle complaints raised via social media channels
- Maintain accurate records and ensure full compliance at all times
About You
- Minimum 1 year’s experience in a complaints handling role
- Strong understanding of FCA regulations and complaint handling procedures
- Excellent communication and report writing skills
- Confident in negotiating and influencing outcomes
- Able to handle sensitive situations with empathy and professionalism
- Strong organisational skills and attention to detail
- Ability to work both independently and as part of a team
Desirable:
- Experience within insurance or financial services
What’s on Offer:
- Competitive salary
- 20 days holiday + bank holidays (increasing with service)
- Company pension scheme
- Private medical insurance
- Free gym membership
- Modern office in Manchester City Centre
- Discounts and rewards platform
- Regular social events
INDCTG
Pay: £25,000.00-£27,655.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Work from home
Work Location: In person
