Senior Lead – Complaint Outcomes & Quality Assurance

Hastings Direct; Leicester; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

£5k car allowance

Hybrid working

4Cs bonus scheme

Private medical Insurance

Life assurance 4x salary

Pension contributions up to 10%

Cycle to work

Job summary

Hastings Direct is seeking a Senior Lead – Complaint Outcomes in Leicester or Bexhill, offering hybrid work. You will oversee complaint outcomes, ensure fair, compliant resolutions, and manage governance across operations and suppliers.

The role focuses on quality, root-cause, and regulatory risk management to drive customer outcomes. You will lead critical governance, challenge supplier decisions, and collaborate with senior leaders to embed continuous improvement across complaint journeys

Qualifications

• Extensive experience leading operational complaints in a regulated financial services or insurance environment.
• Strong understanding of FCA complaint handling requirements and Consumer Duty from a leadership perspective.
• Experience with third-party suppliers and outsourced service providers in claims/complaints.
• Proven track record in driving complaint reduction and root cause improvements.
• Ability to influence senior leaders and challenge outcomes where needed.

Responsibilities

• Lead the complaints oversight framework for non-central complaints closures, ensuring fair outcomes and governance.
• Oversee complaints resolved by suppliers, challenge when needed, and monitor quality and timeliness.
• Own the quality framework for off-central complaints, calibrate standards and drive thematic reviews.
• Lead root cause analyses across operations and suppliers to reduce complaint drivers and improve journeys.
• Influence senior stakeholders and ensure compliance with regulatory expectations.

Skills

Operational complaints leadership

Regulatory compliance

Supplier governance

Root cause analysis

Stakeholder management

Job description

Hastings Direct is seeking a Senior Lead – Complaint Outcomes in Leicester or Bexhill, offering hybrid work. You will oversee complaint outcomes, ensure fair, compliant resolutions, and manage governance across operations and suppliers.

The role focuses on quality, root-cause, and regulatory risk management to drive customer outcomes. You will lead critical governance, challenge supplier decisions, and collaborate with senior leaders to embed continuous improvement across complaint journeys