Head of Complaints & Customer Experience (Insurance)

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 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