Complaint handler – mediation team

Complaint Handler

We are Qover, a leading insurtech scale-up that has raised $70 million. With an international team of 140+ colleagues based in Brussels, we help companies orchestrate digital embedded insurance experiences. Since Qover was founded in 2016, our co-founders had a clear vision of the future of insurance: it must be simple, transparent and accessible across borders – a global safety net 🌍 We’re well on our way to building that safety net, with a platform that protects millions of users across 32 European countries. We work with top brands like Revolut, Mastercard, BMW, Canyon, Monzo and many others.

The role

Our complaint volumes are growing. That’s a natural result of scaling our insurance programs, our customer base and our claims activity – and it means our mediation team needs to grow too. We’re looking for a complaint handler who brings customer service/claim handling expertise and a genuine commitment to fair, empathetic resolution. You’ll sit at an important intersection: working with customers, internal teams, risk carriers and local authorities to ensure complaints are handled well, while feeding insights back into the business to keep improving how we work. This isn't just a process role. It's one where your judgment, communication skills and insurance industry knowledge will directly shape the quality of service we provide.

What you’ll do

• Analyse and manage complaints end-to-end, with expertise, empathy and neutrality.
• Liaise with internal teams, risk carriers and local authorities to ensure compliant, timely resolution.
• Identify recurring issues across our insurance programs and share clear, actionable recommendations.
• Provide insights on mediation best practices and help us sharpen our approach over time.
• Collaborate with internal teams to build frameworks that make complaint handling more consistent and efficient.

What we’re looking for

• Hands-on experience within the insurance industry. A legal background is a plus.
• Strong analytical skills – you can spot patterns, connect the dots and flag what matters.
• Excellent written and verbal communication; you’re clear, precise and human.
• A solid grasp of insurance products and how they work in practice.
• Someone who’s curious, a strong collaborator and ready to take real ownership of their work.
• Someone who’s has the sense of responsibility.
• Someone who has good prioritisation and organisational skills.

Why join us?

We’re at a real inflexion point in designing our complaints handling processes and defining the complaints management as a key aspect in terms of programs and partnerships governance. You’ll have a genuine impact here, not just a role in a long chain. We care about doing things right, and the mediation team is central to that.

What’s in it for you:

• A flexible work environment: up to three days remote per week and the ability to work from anywhere one month per year.
• 28 days off (8 extra days on top of the 20 legal days).
• A nice working space in a great location in Brussels: Qover-dedicated space at WeWork (Rue du Commerce 31) with a large terrace to enjoy team events.
• A positive company culture that values teamwork and taking initiative but also having fun, with regular social events.
• A collaborative and communal environment where everyone is welcomed, valued and accepted regardless of their nationality, gender, age, sexual orientation, disability, philosophical or political views, etc.
• The chance to work among entrepreneurial people, giving you the opportunity to learn and have a real impact at one of Europe’s fastest-growing insurtechs.