Morgan Spencer Recruitment
Complaints and Customer Support Specialist-Insurance
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Complaints & Customer Support Specialist
Location: Hybrid (2-4 office visits per month)
Salary: £32,000 + 15% Annual Bonus
Contract: Permanent
Benefits: Excellent Benefits Package
The Company
Our client is a highly respected and established specialist insurance provider with a fantastic reputation for customer service and employee retention. They offer a genuinely flexible, adult working environment where employees are trusted to do their jobs, supported by experienced colleagues, and given the opportunity to develop long-term careers.
Due to continued growth, they are looking for a Complaints & Customer Support Specialist to join their friendly and collaborative team.
The Role
This is a customer-focused role where the primary responsibility will be managing customer complaints and ensuring fair, thorough, and timely resolutions.
You will act as a key point of contact for customers who have experienced issues or concerns, taking ownership of cases from start to finish and ensuring every customer feels listened to, supported, and treated fairly.
Alongside complaints handling, you will provide support to colleagues with policy and customer queries and assist with maintaining accurate information within internal systems.
Key Responsibilities
Complaints Handling
- Take ownership of customer complaints from initial receipt through to resolution.
- Investigate complaints thoroughly and fairly, gathering information from relevant parties.
- Communicate with customers via phone, email, and written correspondence.
- Draft professional and empathetic complaint responses.
- Liaise with insurers, third parties, and the Financial Ombudsman Service where required.
- Ensure all complaints are handled within regulatory and company guidelines.
- Identify trends and recurring issues to help improve the customer experience.
- Maintain accurate records and reporting documentation.
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Customer & Policy Support
- Assist colleagues with customer and policy-related queries.
- Support customers by explaining policy information in a clear and understandable manner.
- Help resolve complex customer situations with professionalism and empathy.
- Ensure customer records and system information remain accurate and up to date.
Team Support
- Work closely with internal departments to achieve the best outcome for customers.
- Contribute to continuous improvement initiatives and customer service standards.
- Support the wider team with administrative and operational tasks where required.
About You
We are looking for someone who genuinely enjoys helping people and finding solutions.
You will be an excellent communicator with strong emotional intelligence and the ability to manage difficult conversations sensitively and professionally.
Essential Skills & Experience
- Previous complaints handling, customer service, customer resolutions, or case management experience.
- Excellent written communication skills.
- Strong verbal communication and relationship-building ability.
- Ability to remain calm and professional in challenging situations.
- Strong attention to detail and organisational skills.
- Ability to manage multiple cases and priorities simultaneously.
- Empathetic, customer-focused approach with a desire to deliver positive outcomes.
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Desirable
- Experience within insurance or financial services.
- Previous exposure to Ombudsman referrals or escalated complaints.
- Experience working within a regulated environment.
- Understanding of insurance policies and customer journeys.
What's on Offer?
- £32,000 basic salary
- 15% annual bonus (paid last year)
- Hybrid working with excellent flexibility
- Comprehensive benefits package
- Friendly, supportive team environment
- Full training provided
- Long-term career prospects within a growing organisation
Morgan Spencer – Your Career, Our Expertise
We are proud to be one of London’s leading Executive Secretarial & Business Services recruitment consultancies, connecting exceptional talent with outstanding opportunities.
Equal Opportunities:
Morgan Spencer is committed to equality, diversity, and inclusion. We welcome applications from all suitably qualified candidates regardless of background, identity, or circumstance.
Confidentiality & GDPR:
All applications are handled with the strictest confidentiality and processed in accordance with UK GDPR and data protection legislation. Your personal information will only be used for recruitment purposes and will never be shared without your consent.
Morgan Spencer Limited, registered in England & Wales No: 4254114
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