Complaint Handler

Job Description

Complaints Handler – Claims & Quality Assurance

Salary: £30,000 – £33,000 per annum

Location: Hybrid or Fully Remote

Hours: 37.5 hours per week (Monday–Friday, between 08:00–20:00)

About the Role

We’re looking for an experienced Complaints Handler to join our Claims & Operations function, playing a key role in driving quality, compliance, and customer excellence across our claims and ²⁴⁄₇ assistance teams.

Working closely with the Technical Claims Manager, Head of Claims, and ²⁴⁄₇ Operations Manager, you’ll take ownership of complaints and appeals across a varied and regulated portfolio of business. You’ll also play an important role in quality assurance—reviewing cases, identifying trends, and helping to improve customer journeys and team performance.

If you’re passionate about doing the right thing for customers, thrive in a regulated environment, and enjoy making a tangible impact through quality and insight, we’d love to hear from you.

What You’ll Be Doing

• Handle complaints and appeals across FCA/ICB-regulated business, ensuring fair, timely, and compliant resolution
• Review, acknowledge, log, and manage complaints end-to-end, identifying root causes and improvement opportunities
• Prepare and register Financial Ombudsman Service (FOS) and other regulatory file requests
• Act as a key point of contact for customers, underwriters, internal teams, and regulatory bodies
• Identify and support vulnerable customers, adapting communication and handling to meet their needs
• Conduct regular quality checks, audits, and case reviews across claims and ²⁴⁄₇ assistance teams
• Provide clear feedback and reporting to management on quality performance, trends, and complaint RCA
• Work collaboratively with Claims, Operations, and Training teams to improve service quality and outcomes
• Identify coaching and training needs and support targeted quality and performance interventions
• Leverage customer feedback and technology to enhance customer journeys and service delivery
• Contribute to continuous improvement of processes, metrics, and compliance standards

What We’re Looking For

Essential Experience & Skills

• Minimum 5 years’ experience in claims processing and/or ²⁴⁄₇ assistance (travel and/or PMI preferred)
• Fluent written and spoken English
• Excellent written and verbal communication skills
• Strong decision-making ability with sound commercial awareness
• High attention to detail with strong analytical and problem-solving skills
• Customer-first mindset with the ability to see the “bigger picture”
• Confident identifying risk and knowing when to escalate
• Highly organised, able to prioritise workloads and perform well under pressure

Desirable Experience

• Previous complaints handling experience in a regulated environment
• Experience in quality assurance, auditing, or case reviews
• Background in customer service
• Strong IT skills, including Microsoft Word, Outlook, and working knowledge of Excel

Why Join Us?

• Competitive salary of £30,000 – £33,000
• Hybrid or fully remote working options
• A role with real influence on customer outcomes and service quality
• Collaborative and supportive team environment
• Opportunity to shape processes, improve journeys, and raise standards
• A values-driven organisation focused on service excellence

Our Values

You’ll personify and promote our core values, contribute to a culture of service excellence, and play an integral role in achieving the goals of our Claims and Quality Assurance teams—always delivering the highest level of service to both internal and external customers.

Perks & Benefits

• Flexible remote or hybrid working
• Competitive salary
• 22 days holiday plus 8 bank holidays (increasing up to 30 days)
• Birthday and Christmas Eve off
• Summer and holiday parties, plus surprise perks such as concert tickets
• Career development support and employee recognition awards
• A diverse, inclusive, and globally connected team

Ready to Build Something Extraordinary?

This is your opportunity to drive change, shape systems, and make a real impact. If you’re ready to bring your expertise to a mission-driven organisation that values innovation, collaboration, and bold thinking, we’d love to hear from you.

Apply now and take the next step in your career with IMG.

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.