AI-Driven Complaints & Compliance Specialist

Joinimagine; Croydon; On-site; GBP 26,000 - 40,000; Full time

Job summary

Allianz Partners in the United Kingdom is seeking a Customer Services & Claims professional to handle complaints and ensure compliant outcomes. You will own casework, draft final response letters, and maintain detailed records in a regulated environment.

The role requires strong communication, attention to detail, and the ability to work with AI and data analytics tools within a fast-paced setting. Full-time, permanent employment in Croydon or nearby.

Qualifications

• Experience handling regulated customer complaints across regulated industries.
• Strong written and spoken communication and professional telephone handling.
• Knowledge of FCA DISP and Consumer Duty is advantageous.

Responsibilities

• Handle complaints via telephone and email with professionalism and empathy.
• Own complaint casework from receipt to resolution with timely responses.
• Maintain accurate records in the complaint management system in compliance with regulations and SLAs.
• Prepare customer-facing communications including acknowledgements and Final Response Letters.
• Manage workloads, balancing multiple cases to meet KPIs and SLAs.
• Identify trends and recommend improvements; escalate complex issues with solutions.
• Comply with DISP, Consumer Duty, and Allianz governance standards.
• Work in an environment leveraging AI, data analytics and cloud tools with proper governance.

Skills

Customer service

Complaint handling

Insurance knowledge

Communication skills

Detail orientation

Case management

Regulatory knowledge

AI tools familiarity

Tools

CRM systems

MS Office

Job description

Allianz Partners in the United Kingdom is seeking a Customer Services & Claims professional to handle complaints and ensure compliant outcomes. You will own casework, draft final response letters, and maintain detailed records in a regulated environment.

The role requires strong communication, attention to detail, and the ability to work with AI and data analytics tools within a fast-paced setting. Full-time, permanent employment in Croydon or nearby.