Complaints Analyst

Canopius; Manchester; On-site; GBP 45,000 - 75,000; Full time

Job summary

Canopius in the United Kingdom seeks a senior Complaints specialist to oversee the global complaints process across 50 insurance products. You will act as the subject matter expert, coordinating with DCAs, Coverholders, claims and underwriting teams to ensure fair treatment of customers.

You will lead root cause analysis, stakeholder engagement, and audits, challenge decisions, and apply Lloyd’s/Ombudsman learnings to improve outcomes.

Qualifications

• Experience in complaints handling and Lloyd’s processes
• Ability to interpret policy wordings and technical insurance terminology
• Excellent communication with regulators and stakeholders
• Strong relationships with internal and external stakeholders
• Good organisational ability and ability to work under pressure
• Experience in a regulated environment

Responsibilities

• 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 and improvement calls to ensure compliance
• Provide oversight and performance monitoring of Complaints handling across multiple jurisdictions
• Undertake Complaints audits and/or provide Complaints training for external stakeholders
• Handle complaints received directly by Canopius or where delegated partners are not authorised
• Review and investigate root cause of complaints and apply improvement actions to better customer outcomes
• Work with delegated authorities to apply learnings from Lloyd’s/Ombudsman to improve performance and decision making

Skills

Good communicator

Policy wordings interpretation

Complaints handling experience

Stakeholder management

Organisation skills

Regulated environment experience

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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