Senior Lead, Complaint Outcomes & Quality Oversight

Hastings Direct; United Kingdom; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Car allowance

Hybrid working

4Cs bonus

Job summary

Hastings Direct is seeking a Senior Lead for Complaint Outcomes to oversee external complaint closures and ensure fair, high‑quality customer outcomes. You will govern supplier engagements, drive quality standards, and challenge resistive processes to improve service and regulatory compliance.

The role requires leadership across Retail, Claims, and supplier operations, with a focus on reducing recurring issues and maintaining strong governance to protect customers and the business.

Qualifications

• Extensive experience leading complaints in regulated financial services or insurance.
• Strong understanding of FCA rules and Consumer Duty responsibilities.
• Experience with supplier and third‑party oversight in complaints.
• Proven track record in reducing complaints and driving improvements.
• Leadership role with senior stakeholder influence.

Responsibilities

• Oversee complaints resolved outside central function, ensuring fair outcomes and robust governance.
• Supervise supplier-driven complaint handling with partner networks and repair providers.
• Own the quality framework for external complaints, calibrations, and thematic reviews.
• Lead root cause analysis to identify drivers of complaints and implement improvements.
• Influence senior leaders and manage regulatory risk across Retail & Claims Operations.

Skills

Regulatory leadership

Complaint quality

Stakeholder mgmt

Root cause analysis

Regulatory knowledge

Job description

Hastings Direct is seeking a Senior Lead for Complaint Outcomes to oversee external complaint closures and ensure fair, high‑quality customer outcomes. You will govern supplier engagements, drive quality standards, and challenge resistive processes to improve service and regulatory compliance.

The role requires leadership across Retail, Claims, and supplier operations, with a focus on reducing recurring issues and maintaining strong governance to protect customers and the business.