Complaints Analyst

Canopius Group; Manchester; Vor Ort; GBP 60.000 - 85.000; Vollzeit

Zusammenfassung

Canopius Group in Manchester is seeking an experienced Complaints Lead to oversee the Global Complaints process across 50 insurance products. You will act as the subject matter expert on complaints, collaborating with DCAs, Coverholders, and internal claims and underwriting teams to ensure full adherence to our commitment to treat customers fairly.

You will use root cause analysis and stakeholder management to address issues where claims handling or policy wordings fall short, and you will be

Qualifikationen

• Experience in complaints handling and regulatory processes.
• Understanding of Lloyd’s complaint flows and external oversight.
• Ability to interpret complex policy wordings across insurance products.

Aufgaben

• Act as the key focal point for complaint queries from internal and external stakeholders.
• Manage a portion of CNP CH and DCAs with regular engagement and performance reviews to ensure compliance.
• Provide oversight of complaints handling across multiple jurisdictions.
• Undertake complaints audits and/or deliver training for external stakeholders where appropriate.
• Handle complaints received directly by Canopius or via delegated partners.
• Review root causes and challenge decisions to improve customer outcomes.
• Collaborate with delegated authorities to apply Lloyd’s/Ombudsman learnings to improve performance.

Kenntnisse

Complaints handling

Lloyd's processes

Root Cause Analysis

Stakeholder mgmt

Regulatory environment

Insurance terminology

Jobbeschreibung

The Role

JOB DESCRIPTION

Working within the Complaints team to oversee the Global Complaints process across 50 insurance products. Act as the subject matter expert on complaints issues; work with DCAs, Coverholders and internal claims and underwriting staff to ensure full adherence to our complaint handling responsibilities. Utilising Root Cause Analysis and Stakeholder management skills to identify and address issues where our claims handling or policy wordings do not meet our overarching commitment to treat customers fairly; act as a contact point with the Lloyd’s Complaints teams.

Responsibilities Will Include

• Act as the key focal point for Complaint queries from internal and external stakeholders across the group
• Be responsible for the management of a proportion of CNP CH and DCAs, holding regular engagement meetings, performance discussions, improvement calls to ensure they are compliant with requirements
• Provide effective oversight and performance monitoring of Complaints handling across multiple jurisdictions
• Where appropriate undertake Complaints audits and/or provide Complaints training for external stakeholders
• Handle complaints received directly by Canopius or where our delegated partners are not authorised to do so
• Review and investigate the root cause of complaints to challenge internal and external parties decisions and processes where appropriate, applying improvement actions to generate better outcomes for our customers
• Work with delegated authorities to apply learnings from Lloyd’s/Ombudsman to improve performance and decision making

Skills

• Good communicator, able to convey the message appropriately and ensure it is understood by the audience (at all levels, including regulators where appropriate and the Lloyd’s complaints team.)
• Ability to interpret policy wordings and technical insurance terminology across a variety of insurance products.
• Understanding of and experience in complaints handling and the Lloyd’s complaints processes
• The ability to build strong working relationships, both internally and with a range of external stakeholders
• Strong organisation skills; ability to work under pressure, manage and prioritise key tasks and focus on delivering them within agreed deadlines.
• Experience of working in a regulated environment.