Complaints Handler

Job Description

📍Primarily remote with one day per month in our Lincoln, London or Sheffield office (you will be informed in plenty of time) - Travel fully covered us of course!

We’re looking for an Insurance Complaints Handler who thrives on written casework and can help us deliver fair, thoughtful outcomes for our customers.

This role is almost entirely focused on written complaint handling - you’ll investigate cases, gather evidence, and produce clear, structured, empathetic responses that meet regulatory standards.

To be successful in this role, you will need to:

• Have demonstrable experience handling written complaints as a core part of your role, specifically within an FCA-regulated Insurance environment (e.g. home, motor, general, or property insurance).

• Enjoy a role that is primarily written rather than telephone-based.

• Be able to travel to one of our city-centre offices - London, Sheffield, or Lincoln - once per month for collaboration, training, or team days. You will be given plenty of notice.

• Live within a reasonable commuting distance (approx. 90 minutes) of at least one of those offices, as monthly in-person time with the team is essential (travel is fully covered).

Our mission:

Two in five people in the UK rent their homes. Goodlord’s mission? To provide them with the best renting experience in the world 🌎

We started Goodlord to make renting simple and transparent for agents, landlords, and tenants. Today, over 3,000 letting agents use our platform, supported by 350+ Goodlordians across the group 💚

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

• Experience in an Insurance environment regulated by the FCA (e.g. home insurance, motor, general insurance, property insurance etc)

• Strong written communication skills and the ability to write structured, well-reasoned responses

• A solid understanding of regulated complaint requirements, timelines, and evidential standards

What's in it for you:

• 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 and you can use your £1000 annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally at Goodlord too!

• 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

What’s next?

If you’re ready to help us provide the best renting experience in the world, then click apply (2-3 minutes)!

A full job spec is available on request and will be furnished to all those moving through the process as a matter of course!

Goodlord wants applicants from all backgrounds and walks of life, we are an equal opportunity employer committed to creating an inclusive environment. In fact one of our core values is Bring our whole selves to work which is really important to us. If there is anything you need to participate fully in the interview process we'd like to hear about that too, please just include it in your application. Come and join us!

** Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer.

Regrettably we are not able to provide sponsorship for this role.

No agencies please - we have tried and trusted partners we would turn to should we require support.