Senior Complaints Lead – Insurance Claims

Marley Risk Consultants Limited; Gloucester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading insurance consultancy in Gloucester is looking for an experienced Complaints Manager. The ideal candidate will lead a team, handle complex insurance complaints, and ensure compliance with industry standards. You will oversee the complaints function, ensuring timely resolutions while fostering a supportive team culture. Strong leadership and communication skills are essential. The role offers a competitive salary and comprehensive benefits.

Benefits

Enhanced company pension

Cycle to work scheme

Life Insurance (after probation)

Private Medical Insurance (after probation)

Employee Assistance Programme

Free gym membership

Tech scheme

Qualifications

• Proven experience in complaints management within an insurance setting, ideally with leadership responsibilities.
• Demonstrable experience handling complex and contentious complaints with professionalism under pressure.
• Working knowledge of DISP, ICOBS and Customer Duty requirements.

Responsibilities

• Lead, mentor, and develop a team of three Complaints Handlers.
• Oversee the handling of complex and contentious complaints.
• Ensure compliance with industry standards and regulations.

Skills

Complaints management experience

Leadership skills

Excellent written skills

Strong verbal communication

Understanding of vulnerable people's issues

Regulatory compliance experience

Job description

A leading insurance consultancy in Gloucester is looking for an experienced Complaints Manager. The ideal candidate will lead a team, handle complex insurance complaints, and ensure compliance with industry standards. You will oversee the complaints function, ensuring timely resolutions while fostering a supportive team culture. Strong leadership and communication skills are essential. The role offers a competitive salary and comprehensive benefits.