Customer Service Complaints Handler - Insure Recruitment : Job Details

A fantastic opportunity has arisen to join a growing, specialist insurance broker in Guildford as a customer service-focused complaints handler. This is a newly created role, perfect for an experienced professional looking to make their mark on a new team.

Our client specialises in a range of tailored personal lines insurance products. They are dedicated to delivering exceptional customer service and are now looking for a dedicated and experienced professional to join their Customer Service Team.

As the first point of contact for all complaint-related queries, you'll be handling complex and sensitive complaints with a professional and empathetic approach. Your main responsibilities will include:

• Managing the entire complaints process from initial contact to final resolution.
• Investigating complaints thoroughly to ensure fair and evidence-based outcomes.
• Drafting clear and timely final response letters.
• Ensuring all complaints are handled in line with FCA DISP rules and Treating Customers Fairly (TCF) principles.
• Collaborating with various teams, including underwriters, claims handlers, and legal teams, to resolve issues.
• Identifying and escalating systemic issues to management to help improve products and processes.

This is a permanent, full-time position, and our client offers a salary dependent on experience.

We are looking for someone with proven experience in handling customer service complaints within the insurance industry and a strong working knowledge of FCA complaints handling rules (DISP). You should be detail-oriented, with excellent written and verbal communication skills.

Essential requirements include:

• Proven experience handling complaints within the insurance industry.
• Strong working knowledge of FCA complaints handling rules (DISP).
• Exceptional communication, analytical, and investigative skills.
• The ability to manage your time effectively, prioritise tasks, and meet regulatory deadlines.
• A customer-focused, empathetic approach with sound judgment.
• GCSE-level education.

Desirable skills and qualifications:

• CII qualifications (Cert CII or progress toward CII Diploma).
• Experience with  Salesforce case management systems.
• Spanish language skills.

This is a chance to join a growing company with a strong reputation in the industry. You'll work in a supportive, collaborative, and energetic team environment. The company encourages professional development with opportunities for further industry qualifications as well as a good benefits package. After the probation period, the company offers hybrid flexibility, which includes one day per week from home. 

How to apply

Please send us your most up-to-date CV.

At Insure Recruitment, we're dedicated to building a diverse and inclusive workplace. Even if your experience doesn't perfectly match every qualification, we encourage you to apply. You might be the perfect fit for this role or another opportunity. We can't wait to hear from you!