NJR Recruitment are proud to be partnering exclusively with a well-established Norwegian insurer to recruit an Insurance Complaints Handler for their growing Manchester team. Reporting to senior compliance leadership, this role will focus on managing complaints and Data Subject Access Requests, while supporting strong customer outcomes and regulatory standards within a collaborative and supportive environment.


Responsibilities of the Insurance Complaints Handler:
*Managing the end-to-end complaints process in line with FCA DISP requirements, ensuring fair and timely outcomes.
*Conducting root cause analysis to identify trends and areas for improvement.
*Supporting colleagues with complaints handling best practice and regulatory expectations.
*Acting as the primary contact for Data Subject Access Requests, ensuring responses are delivered within statutory timeframes.
*Working with internal teams to gather, review, and redact information securely and accurately.
*Maintaining accurate records of complaints and DSARs, monitoring risks and controls.
*Producing regular reports, including root cause analysis, for senior stakeholders.
*Supporting compliance reporting on conduct risk, complaint trends, and DSAR activity.
*Contributing to continuous improvement through data-led insights.


What we are looking for:
*Professional qualifications such as ICA or CII are desirable.
*Proven complaints handling or compliance experience within general insurance.
*Exposure to commercial property, public sector, or housing association-related complaints is essential.
*Strong knowledge of FCA regulations (including DISP and Consumer Duty) and GDPR.
*Excellent organisation, communication, and attention to detail.
*Analytical mindset with the ability to work both independently and collaboratively.
*A proactive approach and commitment to fair customer outcomes.


Benefits of the Insurance Complaints Handler:
*Competitive base salary plus performance-based bonus.
*Excellent pension.
*Private medical insurance with cashback scheme.
*Hybrid working available following probation.
*25 days’ holiday plus your birthday off.
*Paid wellbeing days.
*Enhanced family-friendly policies.
*Career development support, including professional qualification funding and training.
*Employee assistance programme.
*Group life insurance.
*Cycle to work scheme.
*Season ticket loan.
*Perks scheme offering discounts on popular brands.


If you have strong complaints handling experience within the commercial insurance space and a focus on delivering fair outcomes, we’d be keen to hear from you.


For more information or to discuss the opportunity in confidence, please contact NJR Recruitment quoting reference NJR16259.