Location: Tunbridge Wells or Manchester (Hybrid working) We are seeking Complaints Handlers to join our Customer Relations Team. If you have strong Motor Claims Insurance or Complaints experience, we would love to hear from you. FCA knowledge is essential if you don t have motor insurance experience. Why join us? We are a leading specialist in the UK motor insurance market, known for creating targeted products through deep market knowledge and a strong underwriting strategy. Our experienced underwriting team is friendly, accessible, and empowered to make decisions. We pride ourselves on excellent working relationships with professional UK insurance intermediaries and have a strong presence on Aggregator sites such as (url removed), Go Compare, and Compare the Market. What you ll be doing Take ownership of individual complaints, resolving them in line with agreed standards and FCA regulations Manage your own caseload, ensuring all complaints are handled within required deadlines and regulatory guidelines from receipt to conclusion, consistently meeting productivity and quality audit targets Contact customers by phone to fully understand their complaint and work towards a fair and timely resolution, including follow-up discussions on outcomes Maintain accurate and thorough complaint records to support effective case management and reporting Assess customers individual needs and circumstances to provide tailored resolutions Liaise with internal and external parties to gather re