Complaints Analyst

vavemga; Manchester; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Canopius in the United Kingdom is seeking an experienced Complaints specialist to oversee the Global Complaints process across 50 insurance products. You will act as SME on complaints issues, collaborating with DCAs, Coverholders and internal claims and underwriting teams to ensure adherence to treating customers fairly.

You’ll use root cause analysis and stakeholder management to address issues in claims handling or policy wordings, and liaise with Lloyd’s complaints teams to drive improvements

Qualifications

• Experience with complaints handling and Lloyd's processes.
• Ability to interpret policy wordings and insurance terminology.
• Experience in a regulated environment.
• Strong interpersonal skills and stakeholder relationships.
• Proven ability to work under pressure and meet deadlines.

Responsibilities

• Act as focal point for complaint queries across the group.
• Manage a proportion of CNP CH and DCAs with regular engagements.
• Oversee complaints handling across multiple jurisdictions.
• Conduct complaints audits or provide training for external stakeholders.
• Investigate root causes and apply improvements to outcomes.
• Collaborate with delegated authorities to apply Lloyd's learnings.

Skills

Communication skills

Policy wording interpretation

Complaints handling

Stakeholder management

Regulatory experience

Organisational skills

Job description

The Role:

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.

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