Motor Insurance Complaint Handler

Motor OR Home Insurance ComplaintHandlers Location: Remote (First day onsite in Leicester)
Start Date: 2nd November
Contract: Initial 3-month contract
Rate: 180 per day - Casual worker rate (PAYE equivalent salary of approximately 36,735 per annum)
The Role We are seeking an experienced Motor OR Home Insurance ComplaintHandler to join our Customer Care team on an initial 3-month contract. This role will involve managing and resolving customer complaints across a range of motor insurance products, ensuring fair, timely and positive outcomes while delivering excellent customer service. You will be responsible for handling multiple complaint cases simultaneously, communicating with customers via telephone and email, and managing your own workload and case allocation. The role also includes taking inbound calls from customers wishing to register new complaints or discuss existing cases. Key Responsibilities

• Investigate and resolve customer complaints in line with FCA regulations and company procedures.
• Manage a personal portfolio of complaint cases from initial receipt through to resolution.
• Communicate with customers by telephone and email, providing clear updates throughout the complaints process.
• Handle inbound customer calls relating to new and existing complaints.
• Maintain accurate records across internal systems.
• Prioritise workload effectively to meet service levels and regulatory deadlines.
• Deliver fair and positive customer outcomes while protecting the company's reputation.

Skills & Experience Required

• Minimum 1 year's continuous experience within the Motor OR Home Insurance industry .
• Strong understanding of general insurance principles, including FCA regulations and policy wording.
• Previous experience handling customer complaints or complex customer service enquiries.
• Excellent communication skills with confidence speaking to customers over the telephone.
• Strong organisational skills with the ability to manage multiple cases and priorities.
• Ability to handle challenging conversations calmly, overcome objections, and achieve positive resolutions.
• Comfortable working independently and managing own work in progress (WIP).

What We're Looking For

• Customer-focused and empathetic approach.
• Strong attention to detail and problem-solving skills.
• Ability to work in a fast-paced environment while maintaining high-quality standards.
• Resilient, professional, and confident when handling sensitive customer situations.

This is an excellent opportunity for an experienced motor OR home insurance professional with complaints handling experience to join a busy Customer Care team and make an immediate impact.

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