Permanent, Full time (37.5 hours per week) Location: Birmingham & Home Put Your Problem-Solving Skills to Work & Make a Real Impact Do you have a passion for delivering exceptional customer service while resolving complex complaints? If you thrive in a role where you can use your communication, problem-solving, and analytical skills to turn challenging situations into positive outcomes, we would love to hear from you What You Will Be Doing: As an Insurance Claims Complaint Handler, you will play a key role in ensuring complaints are handled fairly, efficiently, and in compliance with industry standards. Your role will involve: • Complaint Management – Investigating and resolving customer complaints related to insurance claims, including delays, denials, or discrepancies. • Customer Resolution & Support – Engage with customers through various communication channels, providing clear guidance and solutions with empathy and professionalism to ensure a fair and timely resolution. • Regulatory Compliance – Ensuring all complaint-handling processes adhere to insurance regulations, legal requirements, and company policies. • Reporting & Process Improvement – Identifying recurring issues, providing insights to enhance processes, and tracking complaints to ensure efficiency. • Escalation Handling – Managing complex and escalated cases, working closely with senior management and legal teams where necessary. • Customer Education – Providing clear guidance on insurance policies, claims processes, and resolutions, ensuring transparency and trust. • Collaboration & Team Support – Working alongside other departments to resolve issues efficiently and effectively, contributing to a positive customer experience. What We Are Looking For: • Proven experience in customer service, insurance claims, or complaint handling • Strong communication skills – confident, professional, and customer-focused. • Excellent problem-solving and analytical skills to assess complaints and find the best resolution. • A customer-centric mindset, with empathy and patience in difficult situations. • Strong attention to detail when reviewing case files, policies, and documentation. • Knowledge of insurance claims processes, products, and regulations. • The ability to work under pressure while managing multiple cases effectively. What is in it for you? • Competitive salary £27,000 - £35,000 (dependent upon experience) • 23 days holiday ( bank holidays) • Pension scheme • Hybrid working – balance work and home life • Clear KPIs & career development opportunities If you are ready to make a difference in the insurance claims experience, apply today REF-(phone number removed)