Complaints Handler

Job Description Complaints Administrator, Permanent, Reading, hybrid working, to 30,000Complaints Administrator needed to join lovely team. Hybrid working, you will work from home 3 days a week and from the office 2 days a week. You will handle and resolve complaints, breaches and Data Subject Access Requests (DSARs). This Insurance company prides itself on creating a great working atmosphere with regular support meeting to ensure you are enjoying your role.Responsibilities include:Ensuring a successful outcome for advisers and customers Ensuring that the quality of services continues to meet and be recognised for leading the marketHandling and managing Customer and Distributor complaints from receipt to resolutionEnsuring that complaints are investigated diligently and fairly and the correct outcome is reached, paying due consideration to customer vulnerabilitiesResponding to complaints within regulatory deadlines and company service level agreementsResolving complaints as Summary Resolution or Final Response, as appropriateAssisting the Quality Assurance and Complaints Manager with responses to complaints referred by the Financial Ombudsman ServiceAssisting with the oversight of all breach cases including the resolution of individual breaches and liaising with the relevant parts of the business to support resolutionManaging DSARs from receipt of the request to disclosure of the requested information, within regulatory deadlinesProviding feedback to Operational Team Managers to ensure competency of the Operations department is maintained and improvedProviding relevant and valuable feedback to other department managers (i.e Claims, Underwriting) in a timely mannerLiaising with IT Team to raise system issues and suggest meaningful ways to improve the serviceEnsuring Standard Operating Procedure documents are reviewed against documented review datesMaintaining documents when changes in process are implemented through regulatory change, breach & complaint root cause analysis or system enhancementsSkills required:Previous Complaints Handling experience is essentialFinancial services sector experience is preferredProblem solving, strong investigative skillsExcellent written and verbal communication skillsAbility to work with a variety of stakeholders and colleagues, both internally and externally, Proactive and able to self-manage a varied workload Able to work to strict deadlines

Created: 2026-04-29