Complaints Handler

We're looking for an Insurance Complaints Handler who thrives on written casework and can help us deliver fair, thoughtful outcomes for our customers. This role is primarily focused on written complaint handling, investigating cases, gathering evidence, and producing clear, structured, empathetic responses that meet regulatory standards.

Requirements

• Proven experience in written complaint handling as your main responsibility
• Experience in an Insurance environment regulated by the FCA (e.g. home insurance, motor, general insurance, property insurance etc)
• Strong written communication skills and the ability to write structured, well-reasoned responses
• A solid understanding of regulated complaint requirements, timelines, and evidential standards

Benefits

• 25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days
• Generous 3 months of fully-paid time off to look after their new arrivals
• Bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health
• £1000 annual development fund to support your development goals