Senior Complex Complaints Leader — Regulated & Impactful

Remote Worker LTD.; Leicester; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Flexible hybrid working

4Cs bonus scheme

Life assurance

Income protection

Pension contributions up to 10%

25 days annual leave

Job summary

Hastings Direct, a digital insurance provider, seeks a Complex Complaints Leader in a hybrid role based in Leicester or Bexhill. You will lead a team handling executive complaints, litigation, and FOS requests, ensuring fair outcomes and regulatory compliance.

You will build trusted relationships with senior stakeholders and provide clear updates on complex cases, risks and customer outcomes, driving continuous improvement.

Qualifications

• Proven experience handling complaints in a regulated environment.
• Ability to lead and coach a team of complaints professionals.
• Strong understanding of FCA processes and Consumer Duty principles.

Responsibilities

• Oversee day-to-day complex complaints operation and staffing.
• Maintain stakeholder relationships and provide timely updates on cases.
• Develop and coach team members through regular sessions.
• Ensure compliance with internal policies and regulatory rules.
• Identify risk areas and drive process improvements.

Skills

Complaint handling

Leadership

Regulated environment

Stakeholder management

Performance coaching

Job description

Hastings Direct, a digital insurance provider, seeks a Complex Complaints Leader in a hybrid role based in Leicester or Bexhill. You will lead a team handling executive complaints, litigation, and FOS requests, ensuring fair outcomes and regulatory compliance.

You will build trusted relationships with senior stakeholders and provide clear updates on complex cases, risks and customer outcomes, driving continuous improvement.