Complaints Specialist

About the role

The Complaints Specialist will own the end‑to‑end handling of customer complaints across all business verticals at Cover Genius, an insurtech leader. The role ensures that concerns are recorded, assessed and escalated in line with FCA, ASIC, EU and internal regulations, protecting both partner relationships and regulatory compliance.

Key responsibilities

• Review incoming complaints from email, phone, web forms, social media and regulatory portals to identify root causes.
• Log, track and respond to each case within defined service‑level targets.
• Classify complaints by urgency, operational impact, financial risk and regulatory significance.
• Escalate issues to the appropriate resolution squads while maintaining full compliance with FCA, ASIC, EU, DOI and internal policies.
• Analyse trends, pinpoint systemic issues and work with cross‑functional teams to implement preventative actions.
• Identify complaints that could pose business or regulatory risk, such as legal threats or data‑privacy breaches.

Required profile

• Ability to read complex customer narratives quickly, extract core facts and make objective judgments.
• Comfortable collaborating with cross‑functional teams and navigating multifaceted issues.
• Experience handling complaint cases across multiple product lines or customer journeys is preferred.
• Prior exposure to regulated environments or customer remediation programmes is an advantage.
• Knowledge of claims or insurance operations is strongly preferred.

Required skills