Complaints Manager

AmTrust International; Nottingham; On-site; GBP 55,000 - 85,000; Full time

Job summary

AmTrust International is seeking a Complaints Manager to lead the complaints function from our Nottingham office. You will oversee the entire complaints framework, ensuring fair outcomes, regulatory compliance, and continuous improvement across the business.

You will manage a team of six direct reports, using investigations and root-cause analysis to identify trends and drive change. Collaboration with stakeholders is essential to maintain high standards of customer experience and FCA Consumer

Qualifications

• Significant complaints management experience in a regulated financial services environment.
• Experience developing complaint governance frameworks, policies and procedures.

Responsibilities

• Oversee the complaints framework and ensure fair customer outcomes across the business.
• Lead a team of six direct reports, providing coaching and development.
• Use investigations, root cause analysis and thematic reviews to drive improvements and regulatory compliance.

Skills

Complaints management

Job description

AmTrust is a global insurance provider offering risk-management solutions and business underwriting. Today AmTrust International underwrites over $1.8 billion of gross written premiums and employs more than 1500 employees globally.

We are currently looking for a Complaints Manager to join our team based out of our Nottingham office.

In this key leadership role, you'll oversee our complaints framework, ensuring fair customer outcomes, regulatory compliance, and continuous improvement across the business.

Leading a team of six direct reports, you'll use complaint insights, investigations, root cause analysis and thematic reviews to identify trends, influence positive change, and enhance the customer experience. You'll work closely with stakeholders across the organisation to ensure complaints are handled fairly, consistently, and in line with FCA requirements, Consumer Duty principles, and company standards.

We're looking for someone with significant complaints management experience within a regulated Financial Services environment, ideally Insurance, together with proven people leadership skills and experience developing complaint governance frameworks, policies and procedures.