Customer Complaints Executive (Insurance)

This job is with Booking.com, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Role Overview:

As a Customer Complaints Executive (Insurance), you will take ownership of customer complaints relating to our insurance products, including car protection policies, room cancellation cover, and single-trip travel insurance. You'll be responsible for investigating cases end-to-end, engaging with multiple stakeholders to reach fair and timely outcomes for our customers.

You'll apply sound judgement and a strong understanding of insurance processes to deliver responses that are accurate, transparent, and compliant with regulatory requirements (e.g. Financial Conduct Authority (FCA), Consumer Duty and The Dutch Authority for the Financial Markets (AFM).) This role requires a balance of empathy and analytical thinking, ensuring every customer feels heard...