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

The role

You will own and investigate insurance complaints from receipt to resolution. You will prepare written responses, manage regulatory deadlines, and use complaint trends to improve claims processes.

What you will do

• 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 from regulatory bodies and Ombudsman services.
• Maintain oversight of complaint and regulatory deadlines.
• Work closely with insurance carriers and partners on complaints requiring input or approval.
• 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.
• Maintain knowledge of relevant insurance complaint-handling requirements.
• Support the development and maintenance of complaint procedures, templates and internal guidance.

Required qualifications

• 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
• Highly organised
• Ability to identify root causes and recommend improvements
• Comfortable working in a fast-paced, high-growth environment
• A team player

Benefits

• Competitive salary beyond the industry standard
• Quarterly performance bonus: up to 15% of quarterly salary
• Generous, transparent equity participation
• 28 days annual leave (UK) / 20 days annual leave (IE)
• Private medical insurance
• Pension contributions
• Company offsites
• Accelerated promotion track in a high-growth environment

About the company

ClaimSorted is building a more resilient world by changing how insurance claims are handled. The company is backed by Y Combinator, Atomico and Eurazeo.