Complaints Lead

CFC; City Of London; On-site; GBP 70,000 - 95,000; Full time

Job summary

CFC is seeking a Complaints Lead in London to own the end-to-end complaints journey, from notification through resolution. You will lead a small team, ensure regulatory compliance, and drive improvements by turning insights into action across processes, technology and resourcing.

You’ll bring proven complaints handling experience, Lloyd’s market understanding, and strong analytical and leadership skills to build robust reporting and stakeholder engagement.

Qualifications

• Experience in complaints handling and leading a small team.
• Lloyd’s market experience is essential.
• Understanding of insurance lifecycle and claims handling.

Responsibilities

• Own and continually improve complaints processes and procedures.
• Lead, coach and develop a small team of complaints handlers and analysts.
• Take ownership of the complaints operating model across process, tech and resourcing.
• Build relationships with internal stakeholders to support investigations and resolutions.
• Improve efficiency while delivering the right customer outcomes.
• Ensure regulatory reporting requirements are met.
• Provide guidance on complex or sensitive complaints and develop capabilities as underwriting grows.

Skills

Analytical

Investigative

Problem solving

Stakeholder management

Communication

Leadership

Job description

Complaints Lead

Department: Operations

Employment Type: Permanent - Full Time

Location: UK - London

Reporting To: Edward Knox

Description

We’re looking for an experienced complaints professional to take ownership of how complaints are handled at CFC.

As our Complaints Lead, you’ll take responsibility for the end-to-end complaints journey, from notification and investigation through to resolution. You’ll make sure complaints are handled effectively and in line with CFC’s standards and regulatory requirements, while building robust reporting, root cause analysis and feedback loops that turn insight into meaningful improvement.

This is more than a case-handling role. You’ll become CFC’s internal subject matter expert on complaints, leading a small team and taking ownership of the wider operating model across process, technology and resourcing. You’ll work closely with stakeholders across the business, including Claims, to make sure we reach the right customer outcomes efficiently and effectively.

CFC is a place where people are trusted to take ownership, challenge the status quo and make things better. We’re high on ambition and low on ego, with an open, supportive culture where ideas are welcomed from every level.

About the role

• Own and continually improve CFC’s complaints handling processes and procedures, ensuring they meet internal standards and regulatory expectations.
• Lead, coach and develop a small team of complaints handlers and analysts, setting clear expectations and maintaining consistently high standards.
• Take ownership of the complaints operating model across process, technology and resourcing, ensuring the right capability and resilience are in place.
• Build strong relationships with key internal stakeholders, including Claims, to support effective investigation and resolution.
• Look for ways to improve the efficiency and effectiveness of complaints handling while delivering the right customer outcomes.
• Ensure CFC meets its regulatory reporting requirements.
• Develop robust root cause analysis and feedback loops, using complaints insight to identify themes and drive continuous improvement across the business.
• Provide guidance and judgement on complex or sensitive complaints and help develop CFC’s complaints capability as our underwriting activities continue to grow

About you

You’ll be an experienced complaints handler or complaints team leader who’s ready to step up and take end-to-end ownership of the complaints function. Experience within the Lloyd’s market is essential, along with a solid understanding of the insurance lifecycle and claims handling processes.

You’ll also bring:

• Strong analytical, investigative and problem-solving skills, with excellent attention to detail and sound professional judgement.
• Confidence working with and influencing stakeholders, with the ability to challenge constructively and communicate your findings clearly.
• Strong written and verbal communication skills.
• The ability to use data and MI to spot trends, identify recurring issues and turn insight into improvements.
• Experience identifying root causes and control weaknesses.
• Experience producing and presenting MI and insights to stakeholders.
• Previous people management or leadership experience.
• Strong organisation and prioritisation skills.
• Experience within an FCA-regulated environment would be an advantage, as would the ability to assess processes, procedures and technology and recommend improvements.

Core Values

Love what you do: We show up each day ready to take on the world. Our passion and intensity set us apart and makes the difference to our colleagues, customers, brokers and carriers.

Challenge everything: We’re never afraid to question the way that things are done and we constantly challenge ourselves and others to makes things better.

Have fun, be good: Insurance is a serious business, but we don’t take ourselves too seriously. We make it fun to work at CFC, we welcome all viewpoints, and we treat everyone how we would expect to be treated.