Complaints Handler

The Opportunity

You’ll be part of our central complaints function, ensuring customers receive timely, fair and regulated complaint resolutions.

You’ll:

• Manage our complaints inbox and ensure acknowledgements and timelines are met
• Handle complaints in line with FCA and internal procedures
• Maintain accurate records, notes and documentation
• Investigate cases thoroughly using internal systems and cross-team collaboration
• Write high-quality final response letters addressing all aspects of a complaint
• Spot patterns and work with teams to improve processes

What we need from you

• Proven experience in written complaint handling as your main responsibility
• Strong written communication skills and the ability to write structured, well-reasoned responses
• A solid understanding of regulated complaint requirements, timelines, and evidential standards
• Investigative nature, with the ability to assess information to reach a reasoned conclusion for the complainant

It would also be great if you have:

• Experience in an Insurance environment regulated by the FCA (e.g. home insurance, motor, general insurance, property insurance etc)
• Working knowledge of the Financial Ombudsman Service (FOS)
• Understanding of the residential lettings sector, specifically the process of tenant referencing

Why you'll love being a Goodlordian

Aside from the role, the people, our culture and our mission, we have some other things that make Goodlord a pretty awesome place to be. Here’s a few favourites amongst Goodlordians (check out our careers page for more info).

• Grow with Goodlord: your development is important to us, that’s why we are Great Place to Work - certified. Have a goal in mind? Share it with us so we can use some of our annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally!
• Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health
• 25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days: We believe regular breaks are essential for well-being and we encourage (some may say expect!) all Goodlordians to take full advantage of their annual leave entitlement.
• Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals
• Our team: we’re an energetic, sociable, and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics