Complaints Handler

Key Responsibilities

• Review and assess settled insurance claims against a defined assessment framework.
• Evaluate claim handling decisions, processes and customer outcomes for fairness, consistency and compliance with relevant regulatory requirements.
• Identify potential issues, shortcomings or areas of concern within individual claim files.
• Apply sound judgement when assessing case documentation, claim decisions and customer communications.
• Accurately document review findings, observations and supporting evidence.
• Identify trends, recurring issues and potential areas for improvement across the claims sample.
• Contribute to project discussions and support the delivery of high-quality review findings within agreed timescales.

Essential Experience and Skills

• Proven experience in financial services complaints handling, with a strong focus on general insurance.
• Good understanding of general insurance products, claims processes and complaint handling procedures.
• Experience reviewing complex customer cases, assessing evidence and reaching fair, balanced and well-reasoned conclusions.
• Strong analytical skills, attention to detail and the ability to work accurately across a high volume of case files.
• Excellent written communication skills, including the ability to clearly document findings and explain assessment decisions.
• Ability to work independently while contributing effectively to a wider project team.
• Confidence working to an established framework and meeting project deadlines.
• Previous experience working on claims file review, complaint file review or quality assurance projects would be desirable.