Part-Time - Investigation Complaint Associate

Lloyd's; Chatham; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A leading insurance and reinsurance marketplace is seeking a Complaint Associate to ensure fair resolution of policyholder complaints. The role involves conducting investigations and negotiations, requiring strong analytical and communication skills. Hybrid working is encouraged, providing flexibility and a supportive work environment. Candidates should have experience in complaints handling and be aligned with the company's values of bravery, teamwork, and integrity. Join us to make a meaningful impact in the insurance industry.

Benefits

Generous pension

Healthcare benefits

Wellbeing programmes

Flexible benefits allowance

Employee recognition scheme

Qualifications

• Experience managing and prioritising workload.
• Experience working flexibly in a team and individually.
• Complaints/claims handling experience.

Responsibilities

• Conduct thorough investigations of policyholder complaints.
• Negotiate outcomes in line with industry standards.
• Maintain data accuracy in complaint databases.
• Guide other associates in complaint processes.

Skills

Ability to interpret varied insurance policy wordings

Ability to analyse information

Ability to remain calm and objective

Ability to identify issues and negotiate solutions

Ability to manage workload

Ability to deliver training and presentations

Job description

Lloyd’s is the world’s leading insurance and reinsurance marketplace. We share the collective intelligence and risk sharing expertise of the market’s brightest minds, working together for a braver world.

Our role is to inspire courage, so tomorrow’s progress isn’t limited by today’s risks.

Our shared values: we are brave; we are stronger together; we do the right thing; guide what we do and how we act. If you share our values and our passion to build a future that’s more sustainable, resilient and inclusive, you’ll find a home at Lloyd’s – build a braver future with us.

This is a hybrid and flexible working (3 days a week or 21 hours over 4 or 5 days) problem solving and decision making role that involves detailed and impartial investigations, discussions and negotiations with managing agents and their representatives to resolve complaints fairly with due regard to the rules prescribed by the Financial Conduct Authority (FCA) and other international regulators. You will have an allocated case load to track, progress and resolve, so will need to feel comfortable working autonomously at times, but with the support of an experienced team.

You will be expected to:

• Protect the Lloyd’s brand by ensuring that a comprehensive investigation of policyholder complaints is undertaken, all relevant information is reviewed, and an appropriate outcome is reached.
• Conduct detailed, fact‑based negotiations with managing agents or their representatives, taking into account current industry complaint resolution protocols to resolve the complaint fairly and reasonably.
• Where necessary mandate redress payments and enforce compensatory payments up to the limits described by the Complaints Mandate policy if the managing agent fails to alter their position.
• Issue regulatory responses to policyholders tailored to individual need in line with FCA and equivalent international regulatory timescales and requirements.
• Work collaboratively with other Investigation Complaint Associates, providing guidance on mandating complaints and sharing both technical and process/procedural knowledge.
• Undertake regular reviews of own complaint caseload to ensure complaints are resolved as promptly as possible.
• Build and maintain relationships with key internal colleagues and those in wider Markets, and with external stakeholders such as managing agents, coverholders, and delegated complaint administrators through frontline and daily contact.
• Provide guidance to Lloyd’s policyholders, managing agents, coverholders and delegated claims administrators in relation to both the Lloyd’s complaint process and specific technical complaint guidance.
• Update and maintain data in Complaint monitoring databases to ensure accuracy of UK and International regulatory reports and internal management information, effectively manage workloads, and correctly charge case fees.
• Undertake an ongoing review of work processes with a view to continual improvement in the handling of complaints, ensuring all procedures are fully documented.
• Comply with the requirements of Lloyd’s Complaint Protocol.
• Comply with departmental inclusive culture practices (TRACK).
• Deputise for Senior Associates both in Chatham and London as a key member of the Markets team.
• Assist the Governance and Liaison functions as and when necessary to support the wider operation of the Complaints department.

Skills

• Ability to interpret varied insurance policy wordings and apply these to case‑specific scenarios.
• Ability to analyse information to evidence a rational conclusion in line with industry guidance and regulatory requirements.
• Ability to remain calm and objective to handle complaints appropriately.
• Ability to identify issues, make recommendations and negotiate solutions.
• Ability to manage workload to meet regulatory deadlines and internal service levels.
• Ability to deliver training and presentations and to adjust communication style and approach according to audience.

Knowledge

• Understanding of the Lloyd’s, FCA and international regulatory requirements relating to the handling of policyholder complaints, the Dispute Resolution rules (DISP) and general insurance matters and the Financial Ombudsman Service (FOS) technical approach.
• High level understanding of FCA Consumer Duty and Lloyd’s Principle Based Oversight.

Experience

• Experience managing and prioritising workload.
• Experience of working flexibly, both as part of a team and on an individual basis.
• Complaints/claims handling experience.

If you support our values; Be Brave, Stronger Together and We do the Right Thing, are eager to learn, can manage your own workload and have good written and telephone communication skills, then the hybrid and flexible role could work for you.

Diversity and inclusion are a focus for us – Lloyd’s aim is to build a diverse, inclusive environment that reflects the global markets we work in. One where everyone is treated with dignity and respect to achieve their full potential. In practice, this means we are positive and inclusive about making workplace adjustments, we offer regular health and wellbeing programmes, diversity and inclusion training, employee networks, mentoring and volunteering opportunities as well as investment into your professional development. You can read more about diversity and inclusion on our website.

We understand that our work/life balance is important to us all and that a hybrid of working from the office and home can offer a great level of flexibility. Flexible working forms part of a total reward approach which offers a host of other benefits over and above the standard offering (generous pension, healthcare, wellbeing etc). These include financial support for training, education & development, a benefit allowance (to spend on our flexible benefits such as gym membership, dental insurance, extra holiday or to partake in our cycle-to-work scheme), employee recognition scheme and various employee discount schemes.

By choosing Lloyd's, you'll be part of a team that brings together the best minds in the industry, and together with our underwriters and brokers, we create innovative, responsive solutions allowing us to share risk and solve complex problems.

Should you require any additional support with your application, or any adjustments, please click the following link: https://cleartalents.com/apply/lloyds-msa1645695881. Please note, clicking on this link does not register your application for the vacancy.