Complaints Handler

5 days ago

England, United Kingdom DiverseJobsMatter Full time

Complaints Handler (FTC – 9 Months)Location: Chelmsford or Leeds (Hybrid)Organisation: Our clientEmployment Type: Full timeOverviewOur client is seeking an experienced Complaints Handler to join their Claims Governance function within the wider Claims Performance team. This role will focus on managing a range of complaints across Core, Complex, and Reinsurance cases, supporting regulatory compliance and ensuring consistent, fair outcomes for customers. The position is offered on a 9-month fixed-term contract with hybrid working.ResponsibilitiesInvestigate and resolve complaints in line with relevant regulatory frameworks and internal policies.Manage incoming correspondence via central complaint mailboxes and distribute actions appropriately.Maintain awareness of external regulatory expectations relevant to complaint types.Support audits of complaint handling conducted by external administrators.Produce management information, trend analysis and reports for governance groups.Work collaboratively with claims teams and internal stakeholders to ensure effective complaint resolution.Support continuous improvement by identifying risks, issues or inefficiencies and contributing to process enhancements.Provide guidance and training to colleagues involved in complaint handling where required.RequirementsPrevious experience handling complaints within a regulated environment.Strong investigatory, organisational and time-management skills, with the ability to manage deadlines.Confidence engaging with stakeholders at all levels and using sound judgement to resolve issues.Proficient user of Microsoft Office applications.Ability to produce clear reports, management information and analysis.Knowledge of external regulatory expectations is beneficial but not essential.BenefitsOur client offers a competitive benefits package, which may include:Generous annual leave entitlementHybrid and flexible working optionsPension schemePrivate medical coverAdditional lifestyle, wellbeing or financial benefitsOpportunities for learning and development(Specific benefits will be confirmed during the recruitment process.)Application ProcessTo apply, select the "Apply" button on the job posting and follow the steps provided. Shortlisted candidates will be contacted regarding next steps.

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