Overview
In this role you lead the Complaints Function within Allianz Personal, shaping strategy to improve customer outcomes while ensuring fair, compliant handling in a regulated environment. You will steer governance, capability, and performance to address complex cases, including vulnerable customers, and translate insights into improvements across products and services. Your leadership supports cross-functional collaboration and liaison with executive forums to align with business priorities and regulatory expectations. This is a high-impact, hybrid role based in London, Leeds, or Bournemouth.
Pay / Benefits
- Hybrid working
- Annual performance related bonus
- Contributory pension scheme
- Flexible benefits
- Development days
- Discount on insurance products
Responsibilities
- Lead and inspire the Complaints Function with clear standards for handling and outcomes
- Develop strategy, governance and operational direction for complaints management
- Build capability and decision-making expertise within teams handling complex issues
- Oversee complaint performance across quality, timeliness, productivity, and regulatory adherence
- Manage operational planning and resource alignment
- Own high-risk, complex and escalated complaints, including vulnerable customers
- Provide senior oversight on complaints with conduct, reputational or regulatory implications
- Lead root cause analysis to identify drivers, harm and systemic issues
- Translate complaint trends into actions to improve products, processes and services
- Collaborate with senior leaders across Claims, Customer Operations, Pricing & Underwriting, Distribution, Legal, Risk and Compliance
- Represent the Customer function in executive forums with insights, risks and priorities
- Ensure complaint handling frameworks meet regulatory and conduct requirements
Key requirements
- Excellent knowledge of financial services complaint regulation (DISP, FOS, Consumer Duty, FCA conduct)
- Proven ability to lead customer relations or operational teams in a regulated environment
- Experience managing complaint performance and customer outcome measures
- Ability to interpret management information, identify trends and provide strategic recommendations
- Judgement in handling complex, high-risk customer cases
- Experience implementing governance, assurance and control frameworks
- Strong stakeholder management and senior leadership influence
- Excellent communication for presenting insights to executives
- Experience leading teams and driving performance through others
- Degree level qualification or equivalent professional experience
- stakeholder management
- leadership
- communication
- regulatory knowledge
- quality frameworks and governance
- management information interpretation
Head of Complaints in Bournemouth employer: Allianz
Allianz Commercial is an exceptional employer, offering a dynamic and inclusive work culture that prioritises employee growth and development. With a strong focus on career advancement through tailored training programmes and flexible working options, employees can thrive in their roles while enjoying a comprehensive benefits package. The home-based nature of the Senior Risk Control Surveyor position, combined with opportunities for travel across the UK, allows for a unique work-life balance and the chance to engage directly with clients in diverse environments.
