Global Complaints & Quality Improvement Lead

Canopius; Manchester; On-site; GBP 45,000 - 75,000; Full time

Job summary

Canopius in the United Kingdom seeks a senior Complaints specialist to oversee the global complaints process across 50 insurance products. You will act as the subject matter expert, coordinating with DCAs, Coverholders, claims and underwriting teams to ensure fair treatment of customers.

You will lead root cause analysis, stakeholder engagement, and audits, challenge decisions, and apply Lloyd’s/Ombudsman learnings to improve outcomes.

Qualifications

• Experience in complaints handling and Lloyd’s processes
• Ability to interpret policy wordings and technical insurance terminology
• Excellent communication with regulators and stakeholders
• Strong relationships with internal and external stakeholders
• Good organisational ability and ability to work under pressure
• Experience in a regulated environment

Responsibilities

• Act as the key focal point for Complaint queries from internal and external stakeholders across the group
• Be responsible for the management of a proportion of CNP CH and DCAs, holding regular engagement meetings and improvement calls to ensure compliance
• Provide oversight and performance monitoring of Complaints handling across multiple jurisdictions
• Undertake Complaints audits and/or provide Complaints training for external stakeholders
• Handle complaints received directly by Canopius or where delegated partners are not authorised
• Review and investigate root cause of complaints and apply improvement actions to better customer outcomes
• Work with delegated authorities to apply learnings from Lloyd’s/Ombudsman to improve performance and decision making

Skills

Good communicator

Policy wordings interpretation

Complaints handling experience

Stakeholder management

Organisation skills

Regulated environment experience

Job description

Canopius in the United Kingdom seeks a senior Complaints specialist to oversee the global complaints process across 50 insurance products. You will act as the subject matter expert, coordinating with DCAs, Coverholders, claims and underwriting teams to ensure fair treatment of customers.

You will lead root cause analysis, stakeholder engagement, and audits, challenge decisions, and apply Lloyd’s/Ombudsman learnings to improve outcomes.