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Complaints Advisor

Location: Bristol

Reference: JY-CA-BS_1705509291

Package: £26000 - £28000 per annum + + Excellent Benefits


Complaints Advisor, Bristol

Resolve Recruitment are working with an innovative and highly successful legal insurance organisation working in partnership with brokers, insurers, and solicitors. Due to continued growth, they seek several experienced Complaints Advisors to join their busy team in Bristol to be responsible for responding to all escalated customer complaints (from the insured) arising from the contract of insurance and related products they offer.

The role;

  • Liaise with all parties connected to the complaint and ensure issues are addressed and remedied in accordance with the Company's FCA commitments and ethos of customer service
  • Maintain and review relevant statistics and information to identify areas for improvement and training needs for the wider Claims team
  • Provide a timely, professional, and high-quality service to our insured, often at a time of crisis in their lives
  • Investigate and assess all customer complaints, identifying the most cost-efficient and appropriate remedy without conflict to FSA commitments
  • Ensure accurate records are kept of the complaint to aid with audits or escalated matters
  • Plan & prioritise your own workload to ensure you meet company and FSA deadlines
  • Carry out all tasks in line with stipulated processes, procedures & authority limits
  • Assume responsibility for quality control and compliance on own caseload, including accuracy and timeliness of record keeping, file management and management reporting and information
  • Handle confidential information in line with data protection and ISO rules
  • Work effectively with all stakeholders to the complaint (including solicitors, suppliers, brokers, and underwriters) to ensure complaints are processed without undue delay
  • Maintain ongoing contact with the insured throughout the process to report on progress
  • Take responsibility for your own learning needs and work closely with colleagues and to progress your knowledge & skill base
  • Help train up, mentor, and support newer or more junior roles, but without direct line management responsibility
  • Take part in ad-hoc projects and assist with the claim's team Learning and Development plans
  • Assist with/conducts audits of external law firms to ensure their adherence to company service standards

The person;


  • Two or more years relevant experience in complaint resolution capacity
  • Experience in an FCA regulated industry such as insurance would be highly advantageous
  • A good level of education (min. 5 GCSE Grade C+)
  • Good working knowledge of MS Office applications with the confidence to learn more
  • Excellent attention to detail and organisation skills
  • Good numeracy & literacy skills
  • Exceptional communication skills with the confidence and ability to handle difficult and/or concerned customers
  • Genuine desire to learn and challenge yourself


  • Knowledge and experience of the Legal Expenses Insurance industry would be ideal
  • CII qualified or working towards
  • Law Degree or equivalent

The rewards;

  • Competitive basic salary of up to £28,000 p/a depending on experience
  • Monday to Friday 35 hours per week with the option to flex around 09:00-17:00 and all flexible / part-time working options considered
  • Work from home up to 3 days per week
  • Minimum of 26 days annual leave plus bank holidays, with the option of buying an additional 5 days and carrying over
  • 7% Employer contributions in return for 2% Employee
  • Free Legal Expenses Insurance and Motor Breakdown Cover
  • Health Cash Plan
  • Gym subsidy worth up to £25 pcm
  • Cycle scheme and interest free commuter loans
  • Company Sick Pay and enhanced Parental Leave
  • Free coffee, tea, squash, and biscuits
  • Free company events and socials
  • Learning expenses and time for study and exams
  • Additional excellent benefits
  • Ongoing support and career progression

For more information on these exciting and rewarding Complaints Advisor careers, please APPLY BELOW

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