Complaints Coordinator in Manchester

The primary purpose of this role is to provide support, guidance, and oversee daily operations for both international and domestic complaints received by Canopius and their representatives. The role will be responsible for managing complaints operationally across all jurisdictions, ensuring requests, issues, and escalations are handled smoothly, and ensuring accurate information is captured to support the efficient running of the function. Strong internal and external stakeholder management is essential.

Responsibilities

• Be responsible for daily operational activities for complaints handling across multiple jurisdictions worldwide. Examples of this include ensuring we have an accurate record of complaints, monitoring regulatory deadlines, working with stakeholders to ensure they are met, and acting as the Subject Matter Expert (SME) for complaint related queries.
• Work closely with Lloyd’s globally to keep communication clear and smooth. Ensure alignment on market requirements, share updates, and handle any queries or issues promptly.
• Provide oversight and assistance to the team and wider business on regulatory complaint requirements for international and domestic complaints.
• Oversee case progress and support our appointed complaint handlers in meeting deadlines, ensuring we are meeting the expected quality standards.
• Actively participate in Root Cause Analysis alongside the teams Complaints Analysts, to identify issues impacting timely resolution and compliance with regulatory deadlines.
• Lead quality assurance reviews of delegated claims authority (DCA) partners to ensure adherence to Lloyd’s requirements.
• Monitor performance metrics specific to identification/logging/responding to complaints, identify gaps, and work with the Complaints Analysts to implement corrective actions.
• Maintain excellent communication with team members, management, and both internal and external stakeholders.
• Develop complaint handling knowledge across all jurisdictions and keep the wider team informed of regulatory changes.

Skills and Experience

• Proven experience in operational oversight within insurance or financial services.
• An understanding of international regulatory frameworks and FCA DISP requirements.
• Excellent stakeholder communication skills.
• Ability to analyse data, identify trends, and work towards implementing process improvements.
• High attention to detail and ability to manage competing priorities effectively.

Competencies

• Stakeholder engagement: Maintains strong internal and external stakeholder relationships to manage complaints across multiple jurisdictions, ensuring clear communication, alignment with regulatory requirements, and timely resolution of requests, issues, and escalations.
• Collaboration and teamwork: Works closely with complaints analysts, appointed complaint handlers, Lloyd’s, and the wider business to oversee case progress, support quality outcomes, and meet regulatory and service standards.
• Adapting to change: Responds effectively to evolving regulatory requirements and complaint issues across jurisdictions, adjusting oversight and guidance to ensure compliance and continuity of operations.
• Continuous Improvement: Identifies trends and root causes impacting complaint handling performance, contributing to process improvements, corrective actions, and enhanced quality standards across the complaints function.
• Innovation: Applies data analysis and quality assurance insights to improve complaint handling processes, monitoring performance metrics and supporting the implementation of more effective operational controls.
• Resilience: Manages competing priorities and regulatory deadlines across international and domestic complaints, maintaining accuracy, quality, and momentum in a high-volume operational environment.
• Future Focused: Develops and maintains up-to-date complaint handling knowledge across jurisdictions, proactively sharing regulatory changes and supporting sustainable compliance practices across the business.