Customer Claims Complaints and QA Specialist

Customer Claims Complaints and QA Specialist Location: Manchester City Centre (office-based during probation)Salary: Up to £36,000 + 10% Discretionary BonusWorking Hours: 40 hours per week IPS Group is working with an innovative and fast-growing InsurTech that is continuing to expand its UK claims operation. Due to ongoing growth, they are looking to appoint a Customer Claims Complaints and QA Specialist to join their newly established claims team in Manchester. This is a newly created role offering the opportunity to play a key part in shaping complaints handling and quality assurance processes within a growing business. You''ll work closely with Claims, Compliance and Operational teams to ensure customers receive fair outcomes and exceptional levels of service. The Role You''ll be responsible for investigating and responding to customer complaints, carrying out quality assurance reviews and supporting a variety of regulatory and customer-focused activities across the claims function. The role will involve reviewing customer interactions, preparing Financial Ombudsman Service (FOS) case files, handling data subject requests and supporting compliance-related activities. You''ll also help identify trends, share feedback and contribute to ongoing improvements across the customer journey. As the business continues to grow, you''ll have the opportunity to help shape processes, influence best practice and play an important role in maintaining high service standards. Key ..... full job details .....