Escalated Complaints Specialist

About the role

This specialist role sits within our Customer Relationship Team and plays an important part in how [Employer hidden — sign up to reveal] manages escalated complaints and higher-value mis selling investigations. You’ll support the handling of complaints that may arise from policy errors or customer concerns relating to sale, advice, cover or process, ensuring fair and balanced outcomes are reached, in line with our company values. that protect both our customers and our reputation.

You’ll take end-to-end ownership of cases, carrying out detailed investigations, reviewing evidence and reaching well-reasoned decisions aligned to FCA expectations and Financial Ombudsman Service guidance. A key part of the role will involve working closely with colleagues across our sales, underwriting, claims and agency network, particularly where complaints relate to sales processes or customer journeys. Navigating these relationships constructively and confidently will be central to your success.

Beyond case ownership, you’ll act as a key referral point within the complaints function. You’ll provide technical guidance, support and coaching to complaint handlers, helping to build capability across the team. As the operating model continues to evolve, you’ll also help shape and refine processes, identify themes and drive improvements to reduce customer harm and strengthen complaint handling standards across the business.

About you

You’ll be an experienced General Insurance complaints professional comfortable operating in complexity and ambiguity. You’ll be confident making decisions in sensitive situations, balancing regulatory requirements, customer outcomes and commercial considerations, while remaining calm and professional under pressure.

• Experience of escalated complaint handling and investigation, including reviewing complex evidence and managing high-impact cases.
• Good working understanding of general insurance products and processes across sales, claims and underwriting.
• Confident in documentation and decision writing, producing clear, accurate and well-reasoned complaint responses and recommendations.
• Excellent stakeholder management, communication and influencing skills, with the ability to negotiate outcomes and challenge constructively at all levels.
• Strong critical thinking, resilience and emotional intelligence alongside experience of coaching, mentoring or upskilling others.

At [Employer hidden — sign up to reveal], we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.

Benefits and Rewards

• Salary up to £50,000 depending on experience
• Annual bonus (up to 17.5% of salary)
• Contributory pension scheme, up to 20%, including your 8% contribution
• 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme
• A Family Friendly policy
• Access to savings at High Street brands, travel and supermarkets
• £20 contribution to a monthly gym membership
• Health and wellbeing plan
• Employee Volunteering - volunteer in the community for one day each year
• Refer a Friend £500 bonus scheme
• Life Assurance cover of 4 x salary
• Employee discounts of 15% on a range of [Employer hidden — sign up to reveal] insurance policies
• Salary sacrifice employee car scheme

Working at [Employer hidden — sign up to reveal]

We’re one of the UK’s leading general insurance and financial services organisations, and for over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us, so we’re proud to be recognised as “a great place to work”. Our Gallup Exceptional Workplace 2025 award was awarded with Distinction, and we’ve been consistently recognised by Glassdoor. Additionally, we were named in the LinkedIn Top 15 Companies 2025 list. We offer a supportive and empowering culture where people are inspired to perform, given opportunities to grow, and recognised and rewarded for their contribution.