Customer Complaints Specialist – Fixed Term Contract

Job Description

Customer Complaints Specialist – Fixed Term Contract

Location: Glasgow or Fareham, (Hybrid working, minimum 50% office based)

Salary: Up to £28,000 depending on experience plus an excellent benefits package

Hours: 35 (Monday to Friday between 9am and 5pm) – This role is available on a part-time, job-share and full-time basis

Closing Date: 10th July 2026

The opportunity: We’re looking for a complaints specialist to join our team, helping customers when they need us the most. You’ll be handling complaints for property insurance products. You’ll need to assess each complaint and make fair decisions quickly.

We’re looking for someone who can:

• Understand our customers and their challenges and respond empathetically.
• Look into complaints in a fair, consistent, and effective way, engaging with the relevant people.
• Analyse info to make good decisions.
• Respond quickly, professionally, and fairly, and communicate effectively.
• Follow all regulatory rules.
• Manage a complaints caseload.
• Help identify the causes of complaints and trends.
• Help improve the team and company.
• Use assertiveness, influencing and negotiating skills.
• Work well with everyone and set a good example.
• Always act with integrity, is resilient and has a positive attitude.

Your skills and experience:

• Experience dealing with complaints from customers, for property insurance claims or complaints.
• Precise and have great attention to detail.
• Knowledge of insurance guidelines and procedures.
• Working towards professional development (e.g. CII) is desirable.
• Experience of sending final written responses.
• Telephone-based role; comfortable with taking calls.

When working from home environment, the area needs to be safe, private with minimal distraction. A solid internet connection is required.

We’re committed to treating all applicants fairly and with respect, irrespective of their actual or assumed background, sexual orientation, disability or any other protected characteristic. As an inclusive employer, we also want to ensure that all candidates feel comfortable and can perform at their best during the interview. You can let us know of any reasonable adjustment or practical support needed when you apply.

Benefits:

• 12% defined non contributory pension scheme.
• Annual company bonus.
• Income Protection.
• Life cover – four times your salary.
• 28 days holiday a year plus bank holidays.
• Option to buy up to an additional 20 days or sell some of your holiday.
• Three days paid volunteering.
• Up to 16 weeks’ full pay for maternity, paternity and adoption leave.
• Private medical insurance.
• Virtual GP appointments.
• Discounted gym membership.
• Free flu jab.
• Access to a wealth of support from our wellbeing partners.

All applications will be assessed fairly and with respect to your background and experience.