Technical Complaints Team Leader

ARAG Legal Services UK; West of England; On-site; GBP 45,000 - 62,000; Full time

Benefits offered by this job

26 days holiday

Pension up to 10% employer match

Annual leave purchase option

Employee Reward & Incentive Scheme

Sports & Social club

Group Income Protection

Group Legal Protection

Health Cash plan

Cycle to work scheme

Employee discounts hub

Job summary

ARAG UK is seeking a Technical Claims Team Leader in Bristol to oversee the Technical Complaints Team, ensuring accurate, fair decisions and continuous improvement in outcomes for customers.

You will coach and develop the team, manage escalations, and drive faster 3-day resolution while upholding FCA rules and ARAG standards.

Qualifications

• Proven track record leading a complaints/claims team.
• Good understanding of FCA complaint handling rules.
• Strong leadership, coaching and performance management skills.

Responsibilities

• Oversee the day-to-day operations of the Technical Complaints Team.
• Coach, develop and manage team members to deliver fair decisions.
• Improve 3-day complaints resolution timeframes and training relevance.
• Provide insights, MI and root cause analysis to the department.
• Maintain a positive team culture and high-quality customer outcomes.
• Act as referral point for escalated technical complaints.

Skills

Leadership

Technical claims

FCA rules

Coaching

Stakeholder management

Root cause analysis

Customer experience

Job description

ARAG UK, a market-leading insurance and legal services provider, has an opportunity for a Technical Claims Team Leader to oversee the day-to-day operational performance of our Technical Complaints Team in Bristol.

Putting the customer at the heart of everything we do, you will lead a team of Technical Complaints Handlers to deliver high-quality technical complaints service.

A key focus of the role will be supporting accurate, fair decision-making, identifying opportunities to improve the way we resolve complaints, and helping the department achieve positive customer outcomes while meeting our Consumer Duty obligations.

You will also help improve 3-day complaints resolution timeframes and ensure complaints handling training and coaching remains relevant, effective and up to date.

Key Responsibilities

• Oversee the handling of technical complaints and act as a referral point for the team(s).
• Manage escalated complaints and support fair, consistent decision-making.
• Improve 3-day complaints resolution across the claims function and ensure complaints handling training and coaching remains relevant, effective and up to date
• Provide insight, management information and root cause analysis to the department.
• Coach, develop and manage team members, recognising strengths and identifying development opportunities.
• Create a positive team culture where colleagues feel supported to perform at their best.

About You

As a key member of the team, you will bring a problem-solving mindset and the ability to carry out independent, thorough investigations into customer complaints. You will have experience working in a complaints environment, alongside a strong understanding of FCA complaint handling rules.

You will work with people at varying levels across the business, so excellent communication and leadership skills are essential. You will be confident coaching and developing a team, managing performance, building trusted relationships with internal colleagues and external partners, and championing fair outcomes for customers.

Skills and Experience

• Understands the importance of complaints and the need for continuous improvement.
• Builds trusted relationships across the ARAG Group and with external partners and solicitors to support complaint resolution.
• Is committed to delivering a high-quality customer experience.
• Balances quality and pace by managing time efficiently and prioritising effectively.
• Acts as a referral point and mentor for team members.
• Maintains high standards of conduct and acts as a role model for the team, wider business and external parties

We offer a range of excellent benefits designed to support you and your lifestyle including:

• 26 days holiday + bank holidays+ 'MyDay' (1 day to take at your discretion during the year)
• Contributory company pension scheme (up to 10% employer match)
• Opportunity to buy up to 5 days of annual leave every year
• Employee Reward and Incentive Scheme
• Progressive career pathway and development opportunities
• The option to join our Sports and Social club which organises discounted events such as theatre visits, sporting events and shopping trips
• Group Income Protection for all employees
• Group Legal Protection for all employees
• European Motor Assistance and Home Emergency Assistance
• Inclusion in our Health Cash plan
• Salary sacrifice benefits including Cycle scheme
• Access to our employee discounts hub offering exclusive discounts across thousands of retail partners, including discounted gym memberships at over 3,000 gyms across the UK