Complaints Specialist (UK/IRE) - APA/CIP Qualified

What we are looking for

We are looking for an experienced Complaints Specialist to join our talented Technical Claims Support Team.

You will take ownership of complaints relating to insurance claims, ensuring they are investigated thoroughly, responded to fairly and managed within applicable regulatory, partner and internal deadlines.

You will investigate the underlying claim, gather and review supporting evidence, prepare clear and robust responses, and work closely with our insurance partners to ensure regulatory requests are handled accurately and on time.

You will act as a subject matter expert for complaints, using complaint outcomes and trends to identify opportunities to improve claims handling and customer outcomes.

As part of the wider Technical Claims Support Team, you will also support other technical claims activities where required, including Quality Assurance, Fraud, Recoveries and Payment Authorisations.

Responsibilities

• Own and investigate insurance complaints from receipt through to resolution.

• Prepare clear, accurate and evidence-based written complaint responses.

• Investigate and prepare responses to complaints and information requests received from applicable regulatory bodies and Ombudsman services.

• Maintain oversight of complaint and regulatory deadlines, ensuring matters are progressed and escalated in sufficient time for any required insurer or partner review.

• Work closely with insurance carriers and partners on complaints requiring their input, approval or regulatory submission.

• Maintain complete and accurate complaint records, investigation notes, outcomes and supporting evidence.

• Complete root-cause analysis and recommend improvements to claims processes, controls and customer communications.

• Provide constructive feedback to Claims Handlers and operational teams where complaint investigations identify quality or knowledge gaps.

• Maintain knowledge of relevant insurance complaint-handling requirements.

• Support the development and maintenance of complaint procedures, templates and internal guidance.

• Work collaboratively across Claims Operations and the wider Technical Claims Support Team.

Skills and Experience Required

• Based in the UK or Ireland with work authorisation

• A minimum of 2 years' experience handling insurance complaints.

• Must be APA or CIP qualified

• Strong knowledge of insurance claims handling and complaint investigation.

• Experience investigating complex claims and complaints and reaching fair, evidence-based conclusions.

• Excellent attention to detail, particularly when reviewing policy wording, claim documentation and regulatory correspondence.

• Highly organised, with the ability to manage multiple complaints and regulatory deadlines simultaneously.

• Ability to identify root causes and use complaint findings to recommend improvements to claims processes and customer outcomes.

• Comfortable working in a fast-paced, high-growth environment where processes and priorities may evolve.

• A team player who is willing to support colleagues and the wider Technical Claims Support Team to achieve results.

Compensation & Benefits

• Competitive salary beyond the industry standard

• Quarterly performance bonus: up to 15% of quarterly salary

• Equity participation: stock options as an early-stage team member

• Health insurance

• Pension contributions

• 28 Days Annual Leave (UK) / 20 Days Annual Leave (IE)

• Accelerated promotion track in a high-growth environment