Complaints Handler
Salary: £30,000 – £33,500
Location: United Kingdom
Working Model: Hybrid or Remote
Hours: 7.5 hours per day, Monday–Friday (08:00–20:00 shift window)
About the Role
We are seeking a detail-driven and customer-focused Complaints Handler to join our Quality Assurance team. In this role, you will play a key part in driving quality across our Claims and 24/7 Assistance teams, ensuring excellent customer service while maintaining full compliance with regulatory requirements.
Reporting to the Technical Claims Manager, you will manage complaints and appeals across multiple lines of business, conduct quality reviews, and provide insights to improve customer journeys and operational performance.
Key Responsibilities
Manage complaints and appeals in line with FCA/ICB regulations, from acknowledgment through to resolution
Investigate root causes (RCA) and provide feedback to management
Liaise with customers, underwriters, and regulatory bodies to ensure clear and timely communication
Handle Financial Ombudsman Service (FOS) and other regulatory requests
Conduct quality audits and case reviews across claims and assistance teams
Identify trends, training needs, and service improvement opportunities
Support improvement of business processes and customer journeys
Recognise and support vulnerable customers appropriately
Work with operations and claims teams to enhance service quality and performance
What We’re Looking For
Essential:
Experience in claims processing or 24/7 assistance (travel and/or PMI)
Strong understanding of regulated environments (e.g. FCA guidelines)
Excellent written and verbal communication skills
Strong analytical ability and attention to detail
Good decision-making skills and commercial awareness
Highly organised with the ability to prioritise workload and work under pressure
Customer-focused approach to service delivery
Desirable:
Experience in complaints handling or quality assurance
Case review and audit experience
Background in customer service
Proficiency in Microsoft Word, Outlook, and Excel
What We Offer
Bupa dental cover
Health Shield cash plan (optical and everyday healthcare)
Comprehensive travel insurance
Royal London pension scheme
Death in service benefit
Paid volunteer days
Birthday day off and Christmas Eve off
22 days’ holiday plus bank holidays (increasing to 30 days with service)
Our Culture
We are committed to service excellence and continuous improvement. As part of the Quality Assurance team, you will contribute to enhancing customer experience, supporting team development, and ensuring the highest standards across our operations.
Apply today and take the next step in your career.
IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.