Lead, Complex Complaints & Regulatory Outcomes

Hastings Insurance Services Limited

Leicester

On-site

GBP 70,000 - 90,000

Full time

2 days ago

Be an early applicant

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Benefits offered by this job

Flexible hybrid working

Annual bonus scheme

Life assurance

Pension contributions

Cycle to work

Health care cash back plans

Job summary

Hastings Group is seeking an experienced Complex Complaints Leader to join our Leicester or Bexhill offices. You will lead a team of Complaint Resolution Specialists focusing on executive complaints, litigation, and FOS file requests, ensuring fairness, timeliness and alignment with policies and regulatory requirements.

You will build trusted relationships with Executive Committee members, provide clear updates on complex cases, manage workload and service standards, and drive improvements using

Qualifications

Experience leading a complaints function within a regulated environment.
Ability to manage complex, high-profile cases end-to-end.
Strong stakeholder engagement and communication skills.

Responsibilities

Oversee day-to-day complexity of the complaints function, ensuring workloads and service standards are met.
Lead, coach and develop a team of Complaint Resolution Specialists.
Provide clear, credible guidance to senior stakeholders on complex complaints and regulatory risks.
Ensure complaints are handled fairly and in line with FCA requirements, DISP rules, FOS guidelines and Consumer Duty.

Skills

Leadership

Stakeholder management

Coaching

Regulatory knowledge

Complaint handling

Job description

You will build trusted relationships with Executive Committee members, provide clear updates on complex cases, manage workload and service standards, and drive improvements using

Get your free, confidential resume review.

or drag and drop your file here.