Sedgwick
Complaints Handler
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By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.
Complaints Handler
Job Location: United Kingdom, hybrid working
Job Type: Permanent
Remuneration: Competitive salary taking into account skills, experience and qualifications
We have a fantastic opportunity for a Complaints Handler and you can be based anywhere in the UK.
If you are passionate about delivering outstanding customer service and making a real difference to customer outcomes, this could be the perfect opportunity for you. As a Complaints Handler, you will play a key role in ensuring customer concerns are managed fairly, professionally, and efficiently from first contact through to resolution. You will investigate complaints, gather and assess information, communicate with customers throughout the process, and work to deliver fair and balanced outcomes while maintaining the highest standards of service.
Working independently, you will manage your own caseload and prioritise competing demands in a fast-paced environment. You will use your strong communication skills to build trust with customers, provide clear updates, and draft high-quality complaint responses that are accurate, empathetic, and compliant with FCA guidelines.
Attention to detail, sound judgement, and the ability to make objective decisions will be essential as you assess appropriate remedies and identify opportunities to improve the customer experience.
Joining a global and inclusive organisation, you will become part of a supportive team that values collaboration, learning, and continuous improvement. This is an excellent opportunity for someone who enjoys problem-solving, takes pride in delivering fair customer outcomes, and is looking to develop their career in a rewarding role where they can make a meaningful impact every day.
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The skills you will have when you apply:
- Customer Service Experience – Proven experience working in a customer-facing role with a strong commitment to delivering excellent service and positive customer outcomes.
- Customer Focus – Experience supporting and communicating with a diverse range of customers, adapting your approach to meet individual needs and circumstances.
- Communication Skills – Excellent verbal and written communication skills, supported by a high level of literacy and numeracy, with the ability to explain information clearly and professionally.
- Deadline Management – Experience working to targets, service standards, or deadlines while maintaining quality and accuracy in your work.
- Organisation & Prioritisation – Strong ability to manage competing priorities, organise workloads effectively, and remain flexible in response to changing demands.
- Relationship Building – Ability to develop positive and respectful relationships with customers, colleagues, and stakeholders through professionalism, diplomacy, and collaboration.
- Resilience & Determination – Demonstrates assertiveness, tenacity, and a solution-focused mindset when managing complex situations and achieving successful outcomes.
- Adaptability – Comfortable working in a fast-paced environment and able to adjust quickly to changing priorities, processes, and workloads.
What we’ll give you for this role:
Remuneration & more
- Competitive salary taking into account skills, experience and qualifications
- A Self Invested Personal Pension Scheme (SIPP)
- Holiday allowance of 25 days plus bank holidays
- Flexible working from our office or your home
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Health & support
- Private healthcare plan (including pre-existing conditions)
- Life assurance
- Group Income Protection
- Employee assistance programme for employee wellbeing
Other Benefits
- Voluntary benefits – green car scheme, dental cover, cycle to work scheme, season ticket loan, wellbeing and digital GP applications
- Discounts on various products and services
This isn't just a position, it's a pivotal role in shaping our industry
At Sedgwick, not only will you be working behind the scenes for some of the UK's most trusted insurance brands helping to resolve millions of claims every year, you'll also be an architect of tomorrow's insurance landscape with Sedgwick University. Our proprietary offering is the most comprehensive training and development program in the industry with more than 15,000 courses on demand, training specific to roles, and opportunities to continue your formal education – all available to you starting from your very first day.
You'll join a community passionate about making a difference, where every role contributes to a larger mission; protecting people and businesses. This isn't just a job; it's an opportunity to shape the future of insurance.
Next steps for you:
Think we'd be a great match? Apply now – we want to hear from you.
If you’re unsure whether you have all the skills needed then do apply – we are looking for all backgrounds from seasoned professionals to those returning to the workforce, and everyone in-between.
Not only that, we are proud to have a zero tolerance policy towards discrimination of any kind regardless of age, disability, gender identity, marital/ family status, race, religion, sex or sexual orientation.
After the closing date we will review all applications and may select some applicants for an interview (which may be virtual, or in-person).
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