Complaints Lead & Process Owner

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

Job summary

CFC is seeking an experienced Complaints Lead to own the end-to-end complaints journey in London. You will lead a small team, oversee investigation and resolution, and ensure compliance with regulatory standards while driving continuous improvement through robust reporting and root-cause analysis.

You will collaborate with Claims and other stakeholders to deliver efficient customer outcomes and build the operating model across processes, technology and resourcing.

Qualifications

• Experience as complaints handler or team leader with end-to-end ownership.
• Lloyd’s market experience and understanding of the insurance lifecycle.
• Analytical, investigative and problem-solving abilities.
• Ability to influence stakeholders and communicate findings clearly.
• Data-driven with ability to spot trends and drive improvements.
• Experience producing and presenting MI and insights to stakeholders.
• Previous people management or leadership experience.
• Strong organisation and prioritisation skills.
• Experience in FCA-regulated environment and ability to assess processes and technology.

Responsibilities

• 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 high standards.
• Take ownership of the complaints operating model across process, technology and resourcing, ensuring the right capability and resilience.
• Build strong relationships with key internal stakeholders, including Claims, to support effective investigation and resolution.
• Look for ways to improve 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 to drive continuous improvement.
• Provide guidance and judgement on complex or sensitive complaints and help develop CFC’s complaints capability as underwriting grows.

Skills

Analytical thinking

Investigative skills

Problem-solving

Stakeholder influence

Communication skills

Data analysis

MI reporting

People management

Organisational skills

FCA-regulated experience

Job description

CFC is seeking an experienced Complaints Lead to own the end-to-end complaints journey in London. You will lead a small team, oversee investigation and resolution, and ensure compliance with regulatory standards while driving continuous improvement through robust reporting and root-cause analysis.

You will collaborate with Claims and other stakeholders to deliver efficient customer outcomes and build the operating model across processes, technology and resourcing.