Complex Complaints Leader

Hastings Direct; Leicester; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Flexible hybrid working

Annual bonus

Life assurance

Income protection

Pension contributions

25 days annual leave

Job summary

Hastings Direct in Leicester or Bexhill is seeking an experienced Complex Complaints Leader to head a team of Complaint Resolution Specialists, focusing on executive complaints, litigation, and FOS file requests.

You will develop processes, manage stakeholder relationships at executive levels, ensure fair outcomes and regulatory compliance under FCA, DISP, and Consumer Duty, and drive continuous improvement through data insight and coaching.

Qualifications

• Proven experience in complaint handling in a regulated environment with FCA complaint handling requirements and resolution processes.
• Previous leadership or coaching experience, with the confidence to support performance, capability, wellbeing and engagement.
• Demonstrable resilience and composure in a fast-paced environment, with the ability to reassess priorities and respond to urgent issues while maintaining sound judgement.

Responsibilities

• Oversee the day-to-day running of the complex complaints function, ensuring workloads and service standards are managed effectively.
• Build trusted relationships at all levels through excellent stakeholder management.
• Provide clear, credible and timely advice, challenging where appropriate, and maintain visibility of complex complaints, emerging issues and risks.
• Lead, coach and develop a team of Complaint Resolution Specialists through regular 1:1s and development conversations.
• Create a culture where every case is managed end-to-end and colleagues are held accountable for meeting standards.

Skills

Complaint handling

Leadership

Stakeholder management

Regulatory understanding

Strategic thinking

Job description

Job Title:Complex Complaints LeaderLocation:Leicester(Hybrid), Bexhill (Hybrid)Welcome to Hastings DirectWe’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues. We provide insurance for over four million customers, but we know there’s even bigger opportunity out there. The fact you’re now reading this job advert means we’ve tempted you to find out more about #lifeatHD – we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead. We understand some people may not apply for jobs unless they feel they tick every box. If you’re excited about joining us and think you have some of what we’re looking for, even if you’re not 100% sure we would love to hear from you.

Role overview

We are looking for an experienced complaints leader to join us in our Leicester or Bexhill offices. Our team has a focus on executive complaints, litigation, and Financial Ombudsman Service (FOS) file requests, and you’ll be leading the team that handles these cases. As a Complex Complaints Leader, you’ll lead and develop a team of Complaint Resolution Specialists, ensuring customer complaints are handled fairly, efficiently and in line with company policies and regulatory requirements. A critical part of the role is building trusted relationships with stakeholders, including Executive Committee members, and providing clear, credible and timely updates on complex complaints, emerging issues and customer outcomes. With customer outcomes at the heart of every decision, you’ll manage complaint volumes, quality and service standards, and use insight from complaints, MI and customer feedback to identify risks, improve processes and support strong Consumer Duty outcomes.

Job details – you’ll be required to:

• Oversee the day‑day running of the complex complaints function, ensuring workloads, resourceand service standards aremanaged effectively, taking ownership where necessary and keeping senior leaders informed.
• Build trusted relationships at all levels through excellent stakeholder management.
• Provide clear, credible and timely advice, confidently challenge where appropriate, and maintain visibility of complex complaints, emerging issues, customer outcomes and regulatory or reputational risks.
• Lead, coach and develop a team of Complaint Resolution Specialists, supporting team members through regular1:1s,feedback, performanceconversationsand personal development.
• Create a culture where every case matters, is managed diligently from end to end, and colleagues are held accountable for consistently meeting this standard.
• Identifyskills gaps and implement targeted development plans.
• Support colleagues through organisational change and business growth.
• Manage attendance,wellbeingand engagement issues in line with company policies.
• Recognise and reward excellent performance Ensure complaints are handled fairly, consistently, and in line with internal procedures, FCA regulations, DISP rules, FOSguidelinesand Consumer Duty principles.
• Act as a key escalation point providing guidance and support to the wider team.

Essential skills/experience:

• Provenexperience in complaint handlingin a regulated environment(Insurance experiencehighlydesirable)with adetailed understanding of complaint investigation,FCA complainthandling requirementsand resolution processes.
• Previousleadership or coaching experience, with the confidence to support performance, capability,wellbeingand engagement.
• Demonstrable resilience and composure in a fast‑paced environment, with the ability to reassess priorities throughout the day and respond confidently to urgent issues, including sensitive or high‑profile complaints, tight deadlines, regulatory and reputational risks and emerging customer harm, while maintaining sound judgement and delivery under pressure.
• Evidence of working independently and taking ownership of responsibilities whilemaintaininghigh standardsof performance.

The interview process

The interview process Recruiter screening call 1st stage interview with hiring leader 2nd interview with hiring leaders leader

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive – what this means to you is if you’re applying for a job with us, you’ll have fair access to support and adjustments throughout your recruitment journey. We also welcome applications through the Disability Confident Scheme (DCS). For more information on the DCS, please visit our inclusive business page on our careers website. Regrettably, we are unable to offer sponsorship for this role.

Benefits

In addition to a competitive salary you will also receive… Flexible working –we champion a flexible hybrid working approach – please speak to your recruiter to discuss in more detail Competitive bonus scheme- all colleagues are eligible for our annual 4Cs performance bonus Financial wellbeing – as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award winning package which includes – discounts, cashback, free independent mortgage advice and free access to financial wellbeing support Mental wellbeing programme – we have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs There's more! – 25 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more …. Join us and you’ll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need. Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we’ll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.

Equal Opportunities

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks. At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.

Hastings Direct is a fast growing, agile, digitally focused general insurance provider of products and services to over 4 million customers in the UK, employing over 4,600 colleagues. Our vision – to be the best and biggest digital insurance provider in the market. It's our attitude and the way we run our business that makes them different. We focus on getting it right for our colleagues, customers, company and community. It's a dynamic, flexible, fun and constantly changing environment. You'll enjoy the scope to make a real difference for your customers, influence our company, benefit the communities we work in and have fun along the way. If you enjoyed the video and would like to learn more about #LifatHD, check out our colleague stories