Complaint Operations & Oversight Lead

American International Group, Inc.; Croydon; Hybrid; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Total Rewards Program

In-office collaboration culture

Job summary

American International Group, Inc. in Croydon is seeking a Complaint Operations and Oversight Officer to manage FOS correspondence and oversee the Complaint Champion network. You will coordinate CRT administration, reporting, and root cause analyses while ensuring adherence to FCA rules and internal controls.

The role requires strong communication, time management, and stakeholder engagement skills. You will work in-office to support the Customer Relations team and participate in regulatory

Qualifications

• Awareness of FCA regulatory framework relating to complaint handling (DISP).
• Excellent written and verbal communication skills.
• Effective time management to multi-task and meet deadlines.
• Ability to work with internal and external stakeholders at all levels.
• Self-managed, proactive and solutions focused under pressure.
• Strong interpersonal skills for collaborative work.

Responsibilities

• Manage Financial Ombudsman Service correspondence and support the complaint handler.
• Oversee the Complaint Champion network, onboarding, communications and training.
• Manage CRT administration, including diaries, mailboxes, rotas and invoices.
• Oversee TPA complaint reporting and bordereaux, ensure timely submission and GCMS recording.
• Conduct weekly root cause analysis and report updates to Head of Customer Relations.
• Monitor compliance with FCA procedures and regulatory requirements.
• Provide operational support to the Customer Relations Team and assist with projects.

Skills

FCA awareness

Communication

Time management

Stakeholder engagement

Problem solving

Team collaboration

Tools

GCMS data entry

Job description

American International Group, Inc. in Croydon is seeking a Complaint Operations and Oversight Officer to manage FOS correspondence and oversee the Complaint Champion network. You will coordinate CRT administration, reporting, and root cause analyses while ensuring adherence to FCA rules and internal controls.

The role requires strong communication, time management, and stakeholder engagement skills. You will work in-office to support the Customer Relations team and participate in regulatory