Job Description

The Role:

Working alongside a team of 10 to oversee the Global Complaints process across 50 insurance products. Act as the subject matter expert and escalation point for complaints issues; work with DCAs, Coverholders and internal claims and underwriting staff to ensure full adherence to our complaint handling responsibilities; identify and address any issues where our claims handling or policy wordings do not meet our overarching commitment to treat customers fairly; act as a contact point with the Lloyd’s Complaints teams.

Responsibilities will include:

• Act as the key focal point for UK and International Complaint queries from internal and external stakeholders
• Field escalation and queries from team of 4 Complaints Analyst on all technical queries and concerns
• Provide technical expertise and input to Complaints Management and the broader Complaints Team e.g. CEO complaints, DOI, FOS and AFCA ref...