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Complaints Specialist

Reports to: Customer Care Manager
Salary: £23,000 per annum
Hours: 40 hours per week  
Location: Bournemouth

Protect Line was founded in 2010 with one mission – to make life insurance simple and protect as many families as possible. We think we’re doing a pretty good job so far – we’ve protected over 170,000 families and we're only just getting started! Trusted by some of the UK’s leading providers we tailor protection policies to suit consumer needs on a non-advised basis.

In line with our ethos of doing things right, Compliance and maintaining a robust quality culture is critical to delivering the best experience for our customers.

Our Complaints specialist role plays a critical part in ensuring we deliver the very best customer experience, even when things have gone wrong. We understand that sometimes mistakes happen, what we are focussed on is ensuring that our responses put the customer first and we not only resolve the issue but also have a more engaged customer at the end of the journey.

This role requires a proactive, customer centric mind-set. It is essential to be able to see this touch point of the customer journey as one that is more than servicing an issue through to resolution, but also engages the customer in such a way that we not only retain them but also improve customer advocacy. 

Working with our Quality Assurance team, this niche role requires a sales focused, proactive, individual who is passionate about working with our customers, and is committed to finding the right solution to build a long term relationship.

Key Responsibilities:

  • Proactively contacting our customers to complete all necessary remedial actions, which have been identified by our quality checking processes
  • Working closely with customers who are unsatisfied, by understanding their concerns and reaching a resolution in line with business and customer needs
  • Creating and delivering solutions to ensure customers continue their relationship with us and business is retained through the remediation process
  • Looking for, spotting and capitalising on underutilised sales opportunities by exploring alternative cover levels’ and options that are right for the customer
  • Providing product knowledge and explanation to customers as necessary
  • Investigating and managing, through to resolution, the remediation on any policy issues - including contacting the relevant Insurance providers in order to reach an agreed outcome
  • Playing a key part in the development of internal practices and procedures, sharing best practices and identify opportunities for continuous improvement


What do we need from you?


  • Sales focused approach when dealing with our customers looking to retain current business and increase customer advocacy through remediation
  • Pragmatic response to finding solutions and putting appropriate actions in place – remaining both customer and business focused
  • Strong communication skills with a passion for helping people
  • Ability to work using their own initiative to proactively make independent decisions
  • Continually build good working relationships with our insurance providers
  • Ability to manage your workload to ensure both targets and timescales are met
  • Use of Microsoft Office (Word, Excel, Outlook)


Desirable but not essential:

  • Current or previous experience of working within Financial Services
  • Knowledge of Life Insurance products


Whilst we would love to be able to respond to every application we receive, it isn’t always possible due to the high volume we receive each day. We are also experiencing a higher than normal volume meaning our usual response time of 3-5 days is not always met. If you have not heard from us within 7 working days, please assume that your application has not been successful. If your application is not successful, your details will not be retained unless you specifically request us to do so.

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