Senior Complaints & Investigations Lead

Shakespeare Martineau; Birmingham; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Flexible working

Agile working

UK hubs

Job summary

Shakespeare Martineau is seeking a Senior Complaints Executive to develop and deliver its complaints handling and investigations function. Reporting to the Legal Director, you will oversee end-to-end complaints from inception to resolution, working with senior stakeholders across legal and non-legal teams, regulators and insurers.

You will help identify trends, improve processes, support regulatory compliance and coach colleagues, with the role suiting a qualified solicitor or equivalent

Qualifications

• Experience managing complaints, investigations, risk or regulatory matters within a professional services environment.
• Strong knowledge of complaints handling, investigations and regulatory compliance, with experience working alongside insurers, regulators or ombudsman schemes desirable.
• Excellent judgement and the ability to manage sensitive, complex issues with professionalism, empathy and commercial awareness.

Responsibilities

• Support and develop Ampa's complaints and investigations function, focusing on supporting internal clients.
• Manage complaints and investigations from initial receipt through to resolution.
• Draft high-quality responses to complex complaints and investigations.
• Conduct and coordinate root cause analyses to identify opportunities for improvement.
• Build strong relationships with senior stakeholders across the Ampa Group.
• Liaise with regulators, insurers and the Legal Ombudsman where required.
• Identify matters that may require insurer notification or regulatory escalation.
• Maintain complaints data and produce meaningful management information, reporting and trend analysis.
• Drive continuous improvement through insight, training and process enhancements.
• Develop and maintain complaints handling procedures, precedents and best practice guidance.
• Support quality assurance, accreditation processes and external audits.
• Deliver training and coaching to colleagues on complaint prevention, client care and regulatory requirements.
• Contribute to business development activities, client relationship management and service growth initiatives.
• Present findings, trends and recommendations to senior leadership teams and insurers.
• Collaborate with colleagues across risk, claims, legal, compliance, marketing and business development functions.

Skills

Complaints handling

Investigations

Regulatory compliance

Stakeholder management

Data analysis

Client relationships

Leadership

Education

Solicitor

Job description

Shakespeare Martineau is seeking a Senior Complaints Executive to develop and deliver its complaints handling and investigations function. Reporting to the Legal Director, you will oversee end-to-end complaints from inception to resolution, working with senior stakeholders across legal and non-legal teams, regulators and insurers.

You will help identify trends, improve processes, support regulatory compliance and coach colleagues, with the role suiting a qualified solicitor or equivalent