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Complaints Handler
- To be advised
- Permanent, Full Time
- Closing in 7 days
- IFGL
We currently have a permanent position available within the Customer Services Complaints Team.
Reporting to the Complaints Team Manager, the role is to independently investigate and respond to complaints from a wide range of IFGL’s Insurance Division customers and external stakeholders. Complaints can be complex in nature, so would suit someone who can methodically work through problems applying product and systems knowledge. Identifying the root cause of a complaint along with recommendations to avoid future re-occurrences is also an essential part of the role.
The main responsibilities for the role holder will include:
Monitoring various email inboxes to identify complaints, passing on non-complaints to the appropriate teams.
Recording complaints on the appropriate logs and maintaining accurate records throughout the resolution process.
Acknowledge complaints within regulatory and internal SLA timescales.
Thoroughly investigate complaints, taking into account internal policies and procedures whilst managing customer expectations.
Determine whether or not a complaint is justified and recommend restorative action.
Compose responses to customers / stakeholders outlining the complaint, details of the investigation and outcome.
To ensure that this role is carried out to the desired level, the successful candidate should have the following skills and experience:
Strong analytical skills together with attention to detail and a desire to seek equitable solutions for customers / stakeholders.
Strong communication skills, including written communication with the ability to pitch responses appropriate to a wide-ranging customer base, some of whom English will be a second language.
Previous experience in a customer-facing role.
Good knowledge of products offered by an international life assurance company.
Educated to A Level standard or equivalent.
If you, or you know someone who is interested in applying for this position please forward your current CV with a covering letter to careers@ifg-ltd.com.
We encourage and welcome applications from people with diverse backgrounds because we embrace diversity and inclusivity within our business.
The closing date for this vacancy will be 22 December 2025.
