Job Description

Commercial Complaints Executive

Markerstudy Business ( Commercial Insurance)

Location: Hybrid - Any MSG office

We’re looking for a confident and commercially minded Commercial Complaints Executive to join the Customer Oversight function within Markerstudy Business.

This is a visible role with direct exposure to senior stakeholders, including the Head of Customer Oversight, CEO and wider Executive team. You’ll take ownership of commercial insurance complaints from receipt through to resolution, ensuring every case is handled fairly, professionally and in line with FCA DISP requirements.

This is not just a case-handling role. You’ll play a key part in identifying complaint trends, supporting negotiations with insurers and customers, protecting customer outcomes and helping the business learn from complaints to improve processes, service and oversight.

The Role

You’ll manage your own caseload of commercial insurance complaints, investigating each case thoroughly and reaching fair, balanced and well-evidenced outcomes. You’ll speak directly with customers to understand their concerns, liaise with insurers and internal teams, and produce high-quality written responses that are clear, empathetic and compliant.

Alongside complaint resolution, you’ll support insight, reporting and root cause analysis, helping to identify themes, reduce repeat issues and improve customer journeys across the commercial lines business.

What You’ll Be Doing

• Managing commercial insurance complaints end-to-end, from receipt through to final resolution
• Ensuring complaints are handled in line with FCA DISP rules, internal standards and regulatory timescales
• Investigating complaints using customer history, policies, procedures and supporting evidence
• Speaking directly with customers to understand concerns, explain progress and discuss outcomes
• Producing clear, compliant and empathetic written responses
• Working with insurers on key complaints, including trend analysis and cost negotiation
• Determining fair and proportionate redress where required
• Identifying vulnerable customers and ensuring appropriate support is provided
• Maintaining accurate complaint records for MI, audit and regulatory purposes

• Highlighting root causes, trends and systemic issues to support continuous improvement
• Working closely with QA, Operations, Training and Compliance teams to improve outcomes
• Representing Markerstudy Business in complaint-related discussions and forums where required

What We’re Looking For

• Previous complaints handling experience within insurance or regulated financial services
• Strong understanding of FCA DISP, FOS expectations and customer fairness principles
• Commercial insurance experience would be beneficial, but is not essential if your FCA knowledge is strong
• Excellent written communication skills, with the ability to explain complex decisions clearly
• Strong investigation, analysis and decision-making skills
• Confidence handling difficult conversations with empathy and professionalism
• A proactive, customer-focused approach with strong attention to detail
• Ability to manage a busy caseload and work to regulatory timescales
• Good understanding of FCA, TCF, Consumer Duty and Data Protection requirements
• Sound judgement, commercial awareness and the ability to balance fair customer outcomes with business risk

Why Join Us?

This is an opportunity to join a growing commercial insurance business in a role where your work will have real impact. You’ll be trusted to own complex complaint decisions, work with senior stakeholders and contribute to meaningful improvements across customer journeys, processes and regulatory outcomes.

If you’re an experienced complaints professional who enjoys investigation, ownership and delivering fair, well-reasoned outcomes, we’d love to hear from you.