Customer Relations Advisor

Customer Relations Advisor - Insurance | Insurance Complaints Handling
Up to £25 per hour (Inside IR35) - Based on a 37.5 hour working week.
Remote, with attendance required in Manchester for the first week and occasional office attendance thereafter
6 months Contract

About the Client

Digital Skills are working with a global technology business that supports millions of customers worldwide through a diverse portfolio of products and services. The organisation is investing in enhancing its customer experience and complaints handling capability within its regulated insurance function.

About the Role

We are seeking an experienced Customer Relations Advisor with a background in handling insurance-related complaints. You will be responsible for managing customer complaints from receipt through to resolution, ensuring fair customer outcomes while working within regulatory and internal compliance frameworks.
This is an excellent opportunity for someone who can quickly integrate into a specialist team and bring existing insurance complaints expertise with minimal training requirements.

Responsibilities

• Manage insurance-related customer complaints from initial contact through to final resolution.
• Investigate complaints by liaising with customers, suppliers and business partners.
• Handle sensitive, urgent and high-risk customer cases effectively and professionally.
• Conduct detailed root cause analysis and apply sound judgement to determine appropriate outcomes.
• Respond to customers through telephone, email and web chat channels.
• Ensure complaints are managed in line with service standards, regulatory requirements and internal procedures.
• Escalate cases where appropriate and seek authorisation when exceptions to standard processes are required.
• Maintain accurate records and complete all complaint administration activities.
• Achieve key performance indicators relating to service delivery, customer satisfaction and case management.
• Build positive relationships with customers and stakeholders through professional communication and effective complaint resolution.
• Provide feedback on processes, procedures and tools to support continuous improvement initiatives.

Desired Skills and Experience

• Previous experience handling complaints relating to insurance products.
• Experience working within a regulated environment.
• Strong understanding of complaint handling processes and regulatory requirements.
• Excellent written and verbal communication skills.
• Strong investigative and problem-solving abilities.
• Ability to manage multiple cases and prioritise workload effectively.
• Experience dealing with sensitive or escalated customer situations.
• Ability to work independently while contributing positively within a small team environment.
• Strong attention to detail and commitment to achieving fair customer outcomes.
• Ability to work effectively under pressure and meet regulatory deadlines.
• Additional European language skills such as Spanish or Italian would be advantageous.

Summary of the Best Candidate

The ideal candidate will have between 1 and 3 years of experience handling complaints relating specifically to insurance products and will be comfortable managing cases from investigation through to resolution.

You will have a strong understanding of regulated complaints processes, excellent communication skills and a proactive approach to customer resolution. The successful candidate will be capable of hitting the ground running, supporting a specialist insurance complaints team whilst maintaining high service standards and regulatory compliance.

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