Job Title: Complaints Handler
Location: Hybrid (Remote with occasional travel to Birmingham office)
Job Type: Full-time
Salary: Competitive + Benefits
About Us
At ManyPets, we’re on a mission to make the world a better place for pets and their parents. Since 2017, we’ve helped over 500,000 pets stay happy and healthy with insurance policies designed around their real needs. As a passionate, fun-loving team, we champion innovation, impact, and pet wellbeing.
We work with purpose, value different thinking, and love trying new things. If you’re ready to join a fast-growing company that cares deeply about customers, colleagues, and of course—pets—then come and join our pack.
Love every moment. Love ManyPets.
Role Overview: Complaints Handler
As a Complaints Handler, you will be the voice of ManyPets when something doesn’t go right. You’ll own the complaints process from start to finish, ensuring we resolve issues fairly, quickly, and in line with FCA DISP regulations. You’ll work with internal teams and regulators to provide outstanding customer experiences, while improving our systems through insights and feedback.
This is an opportunity to combine technical problem-solving, customer empathy, and regulatory awareness in a dynamic, pet-loving workplace.
Key Responsibilities
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Investigate and resolve regulated complaints, particularly related to claims and customer support, in line with DISP rules.
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Communicate effectively with customers via phone and email, providing clear and empathetic updates.
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Liaise with colleagues across Operations and escalate where appropriate.
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Conduct thorough documentation of cases and ensure all regulatory data requirements are met.
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Complete QA checks on complaints handling processes and ensure service quality.
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Collaborate with the Financial Ombudsman Service on escalated cases and share case files.
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Make tailored decisions, demonstrating a customer-first and fair approach.
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Champion continuous improvement by identifying process inefficiencies and providing feedback to the wider team.
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Stay informed about regulatory requirements including Treating Customers Fairly and Vulnerable Customers guidelines.
What We’re Looking For
Essential:
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Previous experience handling complaints in a regulated industry (preferably insurance or financial services).
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Strong understanding of FCA DISP regulations.
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Excellent communication and negotiation skills.
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Ability to remain calm and positive under pressure.
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High attention to detail and strong data-entry capabilities.
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Able to work independently and meet tight deadlines.
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A proactive team player with a customer-first mindset.
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Confident using technology for communication and documentation.
Desirable:
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Experience working with the Financial Ombudsman Service (FOS).
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Previous exposure to insurance complaints handling.
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Experience mentoring or supporting junior colleagues.
What Success Looks Like
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Positive customer feedback and high complaint resolution satisfaction.
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All cases processed accurately and in compliance with FCA regulations.
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SLA and KPI targets consistently achieved.
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Effective collaboration across teams and departments.
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Continual learning and personal development within the complaints space.
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Identification and reporting of complaint trends for service improvement.
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Accurate and clear communication across all channels.
Ways of Working
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Primarily remote-based with occasional in-person collaboration in our Birmingham office.
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Work with best-in-class technology, including laptop, headset, and financial support for home-office setup.
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You’ll work approximately 7 hours a day on-screen, with regular meetings via Zoom and updates via Slack/email.
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We provide a supportive working environment with flexibility to accommodate your needs.
Inclusion at ManyPets
We’re committed to creating an inclusive, accessible hiring experience. From sourcing talent to interview feedback, we provide equal opportunities to everyone. If you need any support or reasonable adjustments during the recruitment process, please email: Inclusion@ManyPets.com
Benefits
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Competitive salary
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Generous pet health insurance
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Pension scheme
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Home-working setup allowance
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Learning and development opportunities
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Inclusive and respectful team culture
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