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 thoroughly using policy, process and customer history
Speaking directly with customers to understand concerns and explain outcomes clearly
Producing high-quality written responses that are both compliant and empathetic
Assessing customer vulnerability and ensuring appropriate support is provided
Determining fair and proportionate redress where required
Maintaining accurate records for audit, MI and regulatory purposes
Identifying trends and root causes to support business improvement
Applying Consumer Duty principles in all decision-making
Working closely with Compliance, QA, Operations and Training teams
Supporting reporting and insight to strengthen oversight and regulatory confidence

What We’re Looking For

Experience handling complaints within insurance or regulated financial services
Strong understanding of FCA regulations, particularly DISP
Excellent written communication skills with the ability to explain complex decisions clearly
Strong investigative mindset with sound judgement
Confidence handling sensitive or challenging customer conversations
High attention to detail and ability to manage multiple cases effectively
A proactive, customer-first approach with a focus on fair outcomes

Desirable:

Commercial insurance experience
Familiarity with Financial Ombudsman Service (FOS) expectations

Why This Role?

High visibility role with direct exposure to senior leadership
Opportunity to influence customer outcomes and business improvement
A balance of case ownership and strategic insight
A collaborative environment across Oversight, Compliance and Operations

Apply Now

If you’re looking for a role where your decisions genuinely matter and where complaints are used to drive better outcomes, not just close cases. We’d love to hear from you.