Complaints Handler

QBE Europe; Chelmsford; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

An international insurance company is looking for a Complaints Handler based in Chelmsford. In this hybrid role, you'll manage regulatory complaints to ensure compliance and maintain the company's reputation. The position offers 30 days of holiday, flexible working options, and a supportive environment, allowing you to make a significant impact within the team.

Benefits

30 days holiday

Flexible working

Pension with 10% employer contribution

Private medical insurance

Family friendly policies

Short term remote work abroad

Sustainable investing

Cycle-to-Work scheme

Qualifications

• Previous experience of complaints handling.
• Strong ability to manage multiple priorities and meet critical deadlines.
• Strong influencing skills with sound judgment.

Responsibilities

• Investigate and resolve complaints as per regulatory requirements.
• Contribute to the management of central complaints’ mailboxes.
• Support audit resolutions of complaints handling.
• Produce analysis and reports for Complaints Performance Group.

Skills

Investigative skills

Organizational skills

Time management

Relationship management

IT skills (Microsoft Word, Excel, PowerPoint, Outlook)

Tools

Caresmart system

Job description

Overview

Primary Details: Time Type: Full time | Worker Type: Employee. To manage Core, Complex and Reinsurance complaints and other associated activities as an integral part of Claims Governance within Claims Performance, supporting regulatory compliance and QBE’s reputation.

Complaints Handler - Claims
Leeds or Chelmsford - hybrid working

Are you ready to take on a dynamic role where you’ll be at the heart of our Claims Governance within our Claims Performance team? As a key player, you will manage Core, Complex, and Reinsurance Company and Lloyd\'s complaints, covering both UK and International claims. Your efforts will be crucial in ensuring regulatory compliance and safeguarding QBE’s reputation.

With hybrid office working and excellent benefits including 30 days holiday, you will be working in a supportive and inclusive environment. We’re the down-to-earth, international insurer that is neither too big nor small, so you can make a real impact!

Your new role

• Investigate and resolve complaints in accordance with the requirements of the Financial Conduct Authority (FCA), Lloyd’s, the National Bank of Belgium (NBB) and QBE’s internal Policies and Processes and ensure fair and prompt customer outcomes
• Contribute to the management of the central complaints’ mailboxes, actioning and disseminating emails
• Maintain up to date knowledge of the stance taken by the Financial Ombudsman Service (FOS) on applicable complaint types and support compliance with Lloyd’s requirements through participation in the Lloyd’s Market Dex Forum
• Support on audits of complaints handling performed by Delegated Claims Administrators (DCAs) with complaints handling authority from QBE
• Contribute to the production of management information, analysis and reports for the Complaints Performance Group (CPG) and other governance forums, as required
• Work collaboratively with claims handlers and the Claims Procurement and Outsourcing Team, providing support and guidance where required to drive the effective management and resolution of complaints
• Support the resolution of risks, issues and ineffective processes, providing guidance and training to Claims staff and Delegated Claims Administrators as required

About you

• Previous experience of complaints handling
• Strong investigative, organisational and time management skills, able to manage multiple priorities and meet time critical deadlines
• Strong influencing and relationship management skills with sound judgement, working with staff at all levels
• Strong IT skills, proficient in Microsoft Word, Excel, PowerPoint, Outlook and SharePoint
• Experience in producing MI, trend analysis, report writing for internal governance forums and the use of the Caresmart system is preferable but not essential
• Knowledge of processes, requirements and expectations of the Financial Ombudsman Service and Lloyd’s would be advantageous

Why QBE? At My Best

At QBE, we want our people to feel rewarded and inspired to perform at their best, that’s why we have created “At My Best”. It’s our connection, our way of showing we have your back. We understand that one size doesn’t fit all and that priorities can change depending on your life stage. That is why our blend of wellbeing initiatives and benefits offer flexibility to suit what matters most to you. It’s in the culture of our business, our QBE DNA, to support our people. Everything we do is underpinned by our QBE DNA.

We’re an international insurer that’s building momentum towards realising our vision of becoming the most consistent and innovative risk partner. We can never really predict what’s around the corner, but at QBE we’re asking the right questions to enable a more resilient future – helping those around us build strength and embrace change to their advantage.

QBE aims to build a workplace that is fair and inclusive because we want to attract and retain the best people to do the job, we have adopted flexible working across the company and welcome this conversation.

With more than 13,000 people working across 27 countries, we’re big enough to make a real impact, but small enough to provide a friendly workplace, where people are down-to-earth, passionate, and kind.

To find out more about why you should work for QBE, visit our Careers website.

Benefits

• 30 days holiday a year with the option to buy up to 2 additional days
• Flexible working - opportunities including part-time, job share and compressed hours
• Pension – automatic enrollment with employer contributions of 10% of basic salary
• Private medical insurance – comprehensive private medical cover for you and your family
• Family friendly policies – 26 weeks leave at full pay regardless of gender identity, sexual orientation or parental status
• Short term remote work abroad – up to 20 days per year to work remotely from certain locations
• Sustainable investing – pension strategy supports net-zero goals and investments in green businesses
• Cycle-to-Work – bike or accessories up to £5,000

QBE Awards and Diversity/ ESG statements are included in the original description. For brevity, some sections were summarized while preserving the core information and intent.

What next?

If you have a passion to contribute to QBE’s vision of enabling a more resilient future for our customers and the community, we encourage you to apply. Simply click the “apply” button to submit your CV and other relevant documents, and a member of our friendly Talent Acquisition team will be in contact to discuss your interest further if you meet the requirements of the role.

We believe this is our moment – what if it was yours too?

APPLY NOW and let’s make it happen!

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.