Technical Complaints Team Leader

ARAG plc; West of England; On-site; GBP 50,000 - 65,000; Full time

Benefits offered by this job

26 days holiday + bank holidays

Pension scheme (employee and employer)

MyDay (1 discretionary day)

Employee Reward and 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 to oversee the day-to-day performance of our new Technical Claims team in Bristol. You will lead Technical Complaints Handlers to deliver high-quality technical complaints service, focusing on accurate, fair decision-making and Consumer Duty compliance.

You will also coach and develop team members, drive improvements in 3-day resolution times, and provide insights and root cause analysis to enhance outcomes for customers and partners.

Qualifications

• Experience in a complaints environment with a strong understanding of FCA complaint handling rules.
• Excellent communication and leadership skills with ability to coach and develop a team.
• Demonstrated problem-solving mindset and ability to conduct independent investigations into customer complaints.

Responsibilities

• Oversee the handling of technical complaints and act as a referral point for the team.
• Manage escalated complaints and support fair, consistent decision-making.
• Improve 3-day complaints resolution across the function and ensure training remains relevant.
• Provide management information, insights and root cause analysis to the department.
• Coach, develop and manage team members, recognising strengths and identifying development opportunities.
• Create a positive team culture and build trusted relationships with internal colleagues and external partners.

Skills

Leadership

Complaint handling

FCA rules

Communication

Coaching

Investigations

Relationship building

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 new Technical Claims 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.,

• 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.
  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

ARAG UK has been helping businesses and individuals gain access to justice for over 40 years. It's our founding principle to enable everybody, not just those who can afford it, to assert their legal rights.

Thousands of businesses and individuals defend or pursue legal action each year safe in the knowledge that ARAG are paying their legal bills. Our businesses include a legal expenses insurance company and a law firm with many opportunities in both areas. We have always been aware that it's the people that really make it happen; the quality of our people defines the quality of the company, the service we offer and the good outcomes for our customers, so we're committed to creating a great place to work for our employees. We believe it is an exciting time to join ARAG. You can expect an organisation that will challenge and develop you to progress your career. By giving you every opportunity to develop yourself professionally and personally, we also pride ourselves on having an open, inclusive and high energy culture that encourages a fun working environment and places our customers at the very heart of everything we do. If you are keen to become part of our exciting future then we would love to hear from you. In addition to the very genuine development opportunities we provide we also offer a generous reward and benefits package.

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