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.