Complaints Handler – Customer Oversight
Markerstudy Insurance Group
Location: Hybrid (flexible across Markerstudy offices - Eg Manchester, Peterborough, Sunderland, Portsmouth, Tunbridge Wells, Southampton etc)
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. 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.