Complaints Handler

Job description

Complaints Handler – Customer Oversight: Location: Hybrid (flexible across Markerstudy offices) Shape better customer outcomes. Influence how complaints drive real change. We’re looking for a high-quality Complaints Handler to join the Customer Oversight function within Markerstudy Insurance Group for 'Markerstudy Business' (Commercial Insurance). This is a role with real visibility, working directly with the Head of Customer Oversight, you’ll play a key part not just in resolving complaints, but in shaping how the business learns from them. This isn’t a volume-only environment. It’s about ownership, judgment, and delivering fair, well-reasoned outcomes that stand up to regulatory scrutiny. The Role: You’ll take full ownership of commercial insurance complaints from receipt through to resolution, ensuring every case is handled in line with FCA DISP requirements and internal standards. Alongside case handling, you’ll contribute to insight, reporting and continuous improvement—helping the business identify trends, reduce root causes, and improve overall customer outcomes. What You’ll Be Doing: - Managing complaints end-to-end, ensuring fair and timely resolution - Investigating cases...