Customer Care Manager Complaints Handler

Job Description

Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates.

About Premia Solutions Premia Solutions develops and markets innovative insurance solutions to the UK Automotive retail sector. Working with over 2,000 dealerships, we currently support more than 1 million live policies nationwide. The Role We're looking for a Customer Care Manager (Complaints Handler) to join our Customer Outcome team. This is an individual contributor role with no direct reports: the “Manager” in the title reflects that you manage you own caseload of complaints and are accountable for each one from start to finish.

This is a hands-on role focused on delivering fair outcomes for customers, within internal SLA's and FCA timescales, while keeping Treating Customers Fairly at the heart of everything we do. You'll also use approved AI tools to support your work , for example to summarise case information, or help draft correspondence. You'll always remain responsible for the decisions you make and the letters you send.

What You'll Be Doing · Managing customer complaints end to end, from receipt through to final response · Investigating complaints fairly and thoroughly using policy and claims information · Communicating clearly with customers, dealerships, insurers and internal teams · Writing clear, compliant complaint outcome letters · Using approved AI tools to support case handling, applying your own judgement to check and validate all outputs before relying on them · Keeping complaint records accurate and up to date · Sharing insight from complaints to help improve customer experience What We're Looking For · Experience handling customer complaints (regulated environment desirable but not essential) · An interest in or exposure to General Insurance · Clear and confident written and verbal communication skills · Resilience and the ability to stay calm under pressure · A positive mindset and a good sense of humour · Strong organisation skills and confidence in decision making Why Join Premia Solutions? · A role with real ownership and impact · Supportive leadership and a collaborative team culture · A genuine focus on customer outcomes · Training and development within a regulated industry Reporting Line You'll report day to day to the Customer Outcome Team Manager, with hands-on support from the joint Heads of Customer Outcome. All employees must adhere to Tier 1 of the FCA Conduct Rules below :

• You must act with integrity.
• You must act with due care, skill and diligence.
• You must be open and cooperative with the FCA and other regulators.
• You must pay due regard to the interests of customers and treat them fairly
• You must observe proper standards of market conduct. xwzovoh
• You must act to deliver good outcomes for all customers.