Interim Complaints Handler

About Starr Underwriting:
Starr Underwriting is experiencing significant growth in their travel insurance portfolio, leading to an increased volume of customer complaints. To support this expansion, we are seeking a dedicated Complaints Handler to manage the day-to-day complaints process.
Role Overview:
The Complaints Handler will take over responsibility from the Compliance Officer for managing the complaints process within the travel insurance division. This is a hands-on role requiring effective handling of an increasing number of complaints, currently at 70 year-to-date, with numbers expected to continue rising.
Key Responsibilities:

• Manage the full complaints handling process from receipt to resolution
• Ensure all complaints are recorded, tracked, and responded to within agreed timescales
• Liaise with internal teams and external stakeholders to resolve issues promptly
• Maintain accurate documentation and reporting on complaint trends
• Identify opportunities for process improvements to reduce complaints volume
• Support compliance and regulatory requirements related to complaint handling

Candidate Requirements:

• Previous experience in complaints handling, preferably within insurance or financial services
• Strong organizational and communication skills
• Ability to manage multiple cases efficiently and maintain attention to detail
• Knowledge of relevant regulatory frameworks and complaint handling best practices
• Proactive and solution-focused approach