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)