Senior Complaint Handler

Handle complex, high-risk insurance complaints end-to-end, using policy documentation, claim files, call recordings, and evidence to deliver fair, evidence-based outcomes. Draft clear complaint responses and calculate appropriate redress within FCA and business timescales. Serve as a technical specialist and mentor to improve capability, consistency, and customer outcomes, including during Financial Ombudsman Service investigations. Drive continuous improvement by analysing complaint trends and identifying root causes.