Complaints Manager

IO Associates; Greater London; Hybrid; GBP 65,000 - 75,000; Full time

Job summary

A reputable organisation in the insurance sector seeks an experienced Complaints Manager to lead their complaints handling team in London/Hybrid. This role is crucial for overseeing complaints management across international operations and ensuring compliance with regulatory standards. Ideal candidates will possess strong leadership capabilities and a deep understanding of complaints handling within the UK & EU frameworks. Competitive salary of £65,000 to £75,000 based on experience. This position allows for hybrid work, requiring presence in the London office 3 days a week.

Qualifications

• Proven expertise in UK & EU complaints handling.
• Experience of working on commercial property complaints.
• Strong leadership and people management capabilities.

Responsibilities

• Oversee the complaints management function across international operations.
• Ensure complaint handling processes meet regulatory standards.
• Influence the organisation's reputation and client trust.

Skills

UK & EU complaints handling

Commercial property complaints

Leadership and people management

Effective communication

Regulatory reporting and conduct risk

Lloyd's Minimum Standards knowledge

Conduct Risk frameworks

Complaint management systems

Tools

VisRisk

Job description

Overview

Complaints Manager | London Market Insurer | London/Hybrid | £65 - 75,000 (doe)

Are you an experienced professional with a passion for excellence in complaints management and conduct risk? Our Client, a renowned organisation operating within the insurance sector, is seeking a dedicated Complaints Manager to lead their complaints handling team. This is an exciting opportunity to make a significant impact within a forward-thinking and reputable organisation committed to regulatory compliance and customer satisfaction.

Role Overview

In response to organisational growth and evolving regulatory requirements, this pivotal role has been created to oversee the complaints management function across international operations. As Complaints Manager, you will hold a key strategic position, ensuring that complaint handling processes meet both regulatory standards and internal expectations. Your work will directly influence the organisation's reputation and client trust, making this role both impactful and rewarding.

Essential Skills & Experience

• Proven expertise in UK & EU complaints handling.
• Experience of working on commercial property complaints.
• Strong leadership and people management capabilities.
• Effective communicator with superb interpersonal skills, both written and verbal.
• Experience in regulatory reporting and managing complex conduct risk issues.
• Knowledge of Lloyd's Minimum Standards and other regulatory requirements related to complaints.
• Prior experience with Conduct Risk frameworks and compliance planning.
• Familiarity with complaint management systems and tools, including VisRisk.

Please note that you will be required to work in their London office 3 days per week.

If you have the experience above, please apply now! Or alternatively, for more information, please contact Raj