IMG (International Medical Group) · 2 days ago
Complaint Handler
United States
Full-time
Remote
Mid, Senior Level
£30K/yr - £33K/yr
5+ years expIMG (International Medical Group) is seeking an experienced Complaints Handler to join their Claims & Operations function. The role involves driving quality, compliance, and customer excellence by managing complaints and appeals, conducting quality checks, and collaborating with various teams to improve service outcomes.
Insurance
Responsibilities
Handle complaints and appeals across FCA/ICB-regulated business, ensuring fair, timely, and compliant resolution
Review, acknowledge, log, and manage complaints end-to-end, identifying root causes and improvement opportunities
Prepare and register Financial Ombudsman Service (FOS) and other regulatory file requests
Act as a key point of contact for customers, underwriters, internal teams, and regulatory bodies
Identify and support vulnerable customers, adapting communication and handling to meet their needs
Conduct regular quality checks, audits, and case reviews across claims and 24/7 assistance teams
Provide clear feedback and reporting to management on quality performance, trends, and complaint RCA
Work collaboratively with Claims, Operations, and Training teams to improve service quality and outcomes
Identify coaching and training needs and support targeted quality and performance interventions
Leverage customer feedback and technology to enhance customer journeys and service delivery
Contribute to continuous improvement of processes, metrics, and compliance standards
Qualification
Required
Minimum 5 years' experience in claims processing and/or 24/7 assistance (travel and/or PMI preferred)
Fluent written and spoken English
Excellent written and verbal communication skills
Strong decision-making ability with sound commercial awareness
High attention to detail with strong analytical and problem-solving skills
Customer-first mindset with the ability to see the 'bigger picture'
Confident identifying risk and knowing when to escalate
Highly organised, able to prioritise workloads and perform well under pressure
Preferred
Previous complaints handling experience in a regulated environment
Experience in quality assurance, auditing, or case reviews
Background in customer service
Strong IT skills, including Microsoft Word, Outlook, and working knowledge of Excel
Benefits
Flexible remote or hybrid working
22 days holiday plus 8 bank holidays (increasing up to 30 days)
Birthday and Christmas Eve off
Summer and holiday parties, plus surprise perks such as concert tickets
Career development support and employee recognition awards
A diverse, inclusive, and globally connected team
Company
IMG (International Medical Group)
IMG, a SiriusPoint company, is an award-winning global insurance benefits and assistance services company that has served millions of members worldwide since its founding in 1990.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2017-05-26Acquired
Leadership Team
Will Nihan
Chief Executive Officer
Justin M. Poehler
Chief Commercial Officer
Recent News
Life Insurance International
2025-12-25
Canada NewsWire
2025-11-04
2025-10-31
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