Package Description Alongside a competitive salary you will also receive: Up to 15% discretionary annual bonus 11% pension contribution (3% from you, 8% from us optional additional matched 3% contributions, e.g. 6% from you, 11% from us) 25 days annual leave plus flexible bank holidays (option to buy/sell 5 days) Private Medical Cover Healthcare cash plan 6x salary death in service Paid volunteering day A personal GP service enabling you to get a video consultation with an NHS-registered, private GP Employee Assistance Programme A range of shopping discounts from major high-street retailers Job Introduction We have an exciting opportunity for a Complaints Specialist to join Medical Protection Society (MPS) in our Member Resolution Team. As a Complaints Specialist, you will play a key role in delivering fair, timely, and evidence-based complaint outcomes for our members. You'll be at the heart of maintaining a trusted and efficient complaints process, ensuring continuous development of best practices across the organisation. You will be joining a team that is at the forefront of protecting the careers, reputation and financial risk of our members worldwide; providing a strong and effective complaints service and function to our members globally. Main Responsibilities Proactively manage the complaints process, ensuring all complaints are recorded, handled, and resolved in accordance with quality standards and productivity measures. Conduct thorough, in-depth investigations, addressing all complaint points with clear and robust written responses. Deliver on operational metrics, maximising efficiency while providing feedback on identified trends to drive continuous improvement. Analyse and identify trends in complaints to enhance team service offerings and organisational capabilities. Drive complaint handling processes and procedures towards achieving positive member outcomes. The Ideal Candidate Excellent written and verbal communications skills, with an ability to adapt communication styles to individual colleagues and members. Ability to foster and maintain external and internal stakeholder relationships at all levels. Ability and confidence to work autonomously, with the drive, curiosity and determination to find the best resolution for member complaints. Ability to make decisive decisions that take into account the complainant as well as the wider organisation. Extensive experience in operating within a complaint handling environment. Experience of stakeholder management.