Complaint Operations & Oversight Specialist

AIG; Greater London; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Total Rewards Program

Job summary

AIG is seeking a Complaint Operations and Oversight Officer to support the Customer Relations team in the UK. The role focuses on managing FOS-related correspondence, overseeing the Complaint Champion network and CRT administration, while maintaining GCMS records and regulatory compliance.

The position requires strong communication, time management, and stakeholder engagement skills, with an emphasis on proactive problem-solving in a collaborative, in-office environment.

Qualifications

• Awareness of FCA regulatory framework particularly as relates to complaint handling (DISP).
• Excellent written and verbal communication skills.
• Effective time management to multi-task and meet deadlines.
• Ability to work well in a team and with internal/external stakeholders at all levels.
• Self-managed, motivated with a proactive, can-do attitude; problem solving under pressure.
• Strong interpersonal skills and ability to communicate clearly with diverse audiences.

Responsibilities

• Manage Financial Ombudsman Service correspondence and support the assigned complaint handler.
• Oversee the Complaint Champion network: onboarding, communications, training and refresher requirements.
• Handle CRT administration: shared mailboxes, diaries, minutes, rota and FOS invoices.
• Maintain accurate complaint records in GCMS with data cleansing and reporting.
• Oversee TPA complaint reporting and bordereaux; ensure timely, accurate recording in GCMS.
• Perform weekly root cause analyses and provide updates to Head of Customer Relations.
• Monitor compliance with AIG UK complaint handling procedures and regulatory requirements.
• Provide operational support to the Customer Relations Team, including telephone cover.
• Assist Head of Customer Relations with cross-team projects and initiatives.

Skills

FCA regulatory awareness

Communication skills

Time management

Team collaboration

Proactive problem-solving

Stakeholder management

Job description

AIG is seeking a Complaint Operations and Oversight Officer to support the Customer Relations team in the UK. The role focuses on managing FOS-related correspondence, overseeing the Complaint Champion network and CRT administration, while maintaining GCMS records and regulatory compliance.

The position requires strong communication, time management, and stakeholder engagement skills, with an emphasis on proactive problem-solving in a collaborative, in-office environment.