Complaints Manager

Get Staffed Online Recruitment Limited; Austrey CP; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading insurance claims management company is seeking a Complaints Manager to lead their complaints function. This role involves managing a team of Complaints Handlers and overseeing complex insurance complaints, ensuring timely resolution and compliance with regulations. The ideal candidate will exhibit strong leadership, extensive experience in complaints management, and possess excellent communication skills. This position offers a supportive work environment focused on professional growth and expertise in an evolving field.

Benefits

Enhanced company pension

Cycle to work scheme

Life Insurance (after probation)

Private Medical Insurance (after probation)

Employee Assistance Programme

Free gym membership

Tech scheme

Qualifications

• Proven experience in complaints management within an insurance setting, ideally with leadership responsibilities.
• Strong understanding of the principles and components of the Complaints Process.
• Demonstrable experience handling complex and contentious complaints with professionalism under pressure.

Responsibilities

• Lead, mentor, and develop a team of three Complaints Handlers.
• Oversee complex complaints ensuring timely and robust resolution.
• Ensure the complaints policy is developed in line with regulatory requirements.

Skills

Complaints management

Leadership

Verbal communication

Written communication

Regulatory compliance

Job description

Complaints Manager

Our client is a chartered Loss Adjusters servicing the Property Latent Defects Insurance market across the UK. Established in 2013, with offices in Shrewsbury, Cheltenham and London, they are entering an exciting period of growth to meet the needs of their expanding client base.

They are seeking a proactive and experienced Complaints Manager to lead their complaint's function, managing a team of three Complaints Handlers. You will oversee complex insurance complaints, multi‑departmental issues, and contentious cases, ensuring resolution at the earliest opportunity while embedding a culture of continuous improvement across the business.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and develop a team of three Complaints Handlers, ensuring high performance and professional growth.
• Allocate workloads effectively, monitor progress, and provide guidance on complex or contentious complaints.
• Foster a collaborative, supportive, and compliant team culture.

Complaints Oversight & Resolution

• Oversee the handling of complex, and contentious complaints, ensuring timely and robust resolution.
• Provide expert advice on complaints regulations and handling, ensuring compliance with evolving industry standards.
• Scrutinise complaints for potential reputational risks and elevate to Directors when necessary.

Policy & Compliance

• Ensure the complaints policy is developed, reviewed, and maintained in line with DISP, ICOBS and Customer Duty requirements.
• Oversee Ombudsman referrals and ensure responses meet regulatory and professional standards.
• Safeguard confidentiality and GDPR compliance across all complaints processes.

Analysis & Reporting

• Conduct root cause analysis of complaints and feed insights back into business processes to prevent recurrence.
• Produce high-quality reports for effective management oversight.
• Ensure lessons learned are communicated across the business to drive service improvements.

Stakeholder Engagement

• Work closely with line managers and claims teams to gain a full understanding of issues and support early resolution.
• Provide training and guidance to ensure all staff can identify potential complaints and refer them promptly in line with regulatory requirements and internal procedures.
• Communicate effectively with service users, complainants, and external organisations, including Ombudsman services.

Skills & Experience Required

• Proven experience in complaints management within an insurance setting, ideally with leadership responsibilities.
• Strong understanding of the principles and components of the Complaints Process.
• Demonstrable experience handling complex and contentious complaints with professionalism under pressure.
• Experience in developing and embedding compliant systems and processes.
• Knowledge of issues concerning vulnerable people and ability to handle communications sensitively.
• Excellent written skills for drafting investigation reports, executive summaries, and formal responses.
• Strong verbal communication skills, able to engage confidently with staff at all levels, service users, and external stakeholders.
• Experience of Ombudsman referrals and regulatory compliance.
• Working knowledge of DISP, ICOBS and Customer Duty requirements.
• Ability to manage multiple priorities, deadlines, and de‑escalate aggressive behaviour with empathy and firmness.

Benefits

• Enhanced company pension
• Cycle to work scheme
• Life Insurance (after probation)
• Private Medical Insurance (after probation)
• Employee Assistance Programme
• Free gym membership
• Tech scheme

About the company

Our client is proud to be a market leader in latent defect insurance claims management. Since their founding in 2013, they've built a reputation for excellence, integrity, and innovation in the insurance and construction sectors. Their team is trusted by major insurers to deliver expert, efficient, and fair claims solutions that protect both property and peace of mind.

They believe their people are their greatest asset. That's why they foster a collaborative, supportive, and forward‑thinking work environment where every team member is empowered to grow, contribute, and make a real impact. Whether you're an experienced professional or just starting your career, you'll find opportunities to develop your skills, take on meaningful challenges, and be part of a company that values your voice.