Quality and Complaints Manager

International SOS; Greater London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A global health and security services provider in Greater London seeks a Complaint Management Specialist to manage and resolve issues related to Accident & Health Business Travel Assistance services. The role involves ensuring compliance with FCA regulations and driving service improvements. The ideal candidate will have strong insurance knowledge and 2-3 years of complaints management experience. Excellent compensation and a collaborative work environment are offered.

Benefits

Excellent compensation and benefits

Some travel required

Qualifications

• 2-3 years' experience in complaints management within insurance or assistance services.
• Strong knowledge of Accident and Health insurance services, preferably with experience in Business Travel services.
• Excellent written and spoken English.

Responsibilities

• Oversee quality assurance and complaint resolutions globally.
• Investigate complaints and ensure compliance with FCA DISP rules.
• Produce reports on complaint trends and support staff training.
• Maintain accurate records in the Complaints Management System.

Skills

Accident and Health insurance knowledge

Communication skills

Analytical mindset

Familiarity with FCA regulations

Negotiation skills

Job description

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At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities.

Now, we're looking for talented individuals to join our team and make a difference.

About the role

In this role you will be managing and resolving complaints related to Accident & Health (A&H) Business Travel Assistance services, in line with regulatory requirements such as the UK FCA Dispute Resolution (DISP) rules and company standards. The role ensures fair, timely, and transparent resolution of customer grievances while identifying systemic issues and driving service improvements.

You will be working in close collaboration with the Global Service Delivery Director, Operations and the Medical team; monitoring and assessing the delivery of a high-quality service, ensuring efficient and cost-effective case management.

Your focus will be to implement and oversee the quality assurance programme for the projects' service delivery platform globally.

Key responsibilities

• Provide functional oversight to the quality assurance and complaint resolutions for the platform globally.
• Handle and resolve complaints from policyholders, brokers and assistance partners in the UK and Europe.
• Investigate cases thoroughly, liaising with assistance teams, claims and underwriting.
• Ensure compliance with FCA DISP rules and Consumer Duty requirements in complaint responses in the UK.
• Maintain accurate records in the Complaints Management System.
• Produce reports on complaint trends and root cause analysis.
• Be actively involved in complaint management, resolution and escalation as per agreed operating procedures.
• Recommend process improvements and support staff training.
• Monitor Voice of our Subscriber (VOOS) surveys and NPS and conducts necessary reviews of VOOS feedback, including follow up with subscribers to close out the investigation of the feedback.
• Prepare monthly quality reports.
• Ensure compliance with scheduled audit plans (call reviews, CQM case audits, client procedure audits)
• Ensure compliance of the platform to the International SOS Assistance Center Standards.

About you

• Strong knowledge of Accident and Health insurance services, preferably with experience in Business Travel services.
• Familiarity with FCA regulations and complaints handling standards.
• Excellent communication and negotiation skills.
• Analytical mindset with ability to identify trends and propose solutions.
• Typically 2-3 years' experience in complaints management within insurance or assistance services.
• Knowledge of NPS methodology advantageous.
• Able to identify areas to improve performance and motivate
• Excellent written and spoken English, fluency in other languages is an advantage

Benefits

• Excellent compensation and benefits
• Some travel required

By joining International SOS, you will contribute to a global network dedicated to protecting people and organisations. We offer a dynamic and respectful workplace where expertise, innovation, and collaboration drive our success. International SOS has been awarded as a Top Employer in the UK by the Top Employer's Institute (TEI) for 2025.

13,000 experts | 1,200+ locations | 90 countries | 110+ languages

Start your journey with us today. Apply now!