At a Glance
- Tasks: Lead a team to manage global complaints for 50 insurance products.
- Company: Join a leading insurance firm committed to customer satisfaction.
- Benefits: Competitive salary, flexible working options, and career development opportunities.
- Other info: Dynamic role with opportunities to engage with industry leaders.
- Why this job: Make a real difference by improving customer experiences and driving change.
- Qualifications: Strong communication skills and experience in complaints handling required.
The predicted salary is between 40000 - 50000 £ per year.
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 a team of 4 Complaints Analysts 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 referrals.
- Responsible for the management of a proportion of CNP CH and DCAs, holding regular engagement meetings, performance discussions, improvement calls to ensure they are compliant with requirements.
- Assist and support driving of change and business improvement initiatives.
- Engage with delegated parties to intervene where issues arise, managing stakeholders, and identifying actions to address, delegating to relevant members of the team.
- Engage with Lloyd’s Technical manager on a monthly basis to discuss contentious cases and feedback to the team.
- Attend market forums including Complaints forum.
- Provide effective oversight and performance monitoring of Complaints – responsible for identifying and challenging breaches of performance.
- Where appropriate undertake Complaints audits and/or provide Complaints training for external stakeholders.
- Support in the review of Complaints policies to ensure they are appropriate at Onboarding or annual review.
- Register and handle complaints received directly by Canopius or where our delegated partners are not authorised to do so.
- Review and investigate the root cause of complaints to challenge internal and external parties' decisions and processes where appropriate, applying improvement actions to generate better outcomes for our customers.
- Make evidence-based, accountable decisions and liaise closely with the complaints team at Lloyd’s.
Further Relevant Skills and Experience:
- Good communicator, able to convey the message appropriately and ensure it is understood by the audience (at all levels, including regulators where appropriate and the Lloyd’s complaints team).
- Ability to interpret policy wordings and technical insurance terminology across a variety of insurance products.
- Understanding of and experience in complaints handling and the Lloyd’s complaints processes.
- The ability to build strong working relationships, both internally and with a range of external stakeholders.
- Strong organisation skills; ability to work under pressure, manage and prioritise key tasks and focus on delivering them within agreed deadlines.
- Experience of working in a regulated environment.
Senior Complaints Analyst in Manchester employer: Canopius
At Canopius, we pride ourselves on being an exceptional employer, offering a collaborative work culture that values employee growth and development. As a Senior Complaints Analyst, you will have the opportunity to work with a dedicated team, engage with industry leaders, and contribute to meaningful improvements in our complaint handling processes, all while enjoying a supportive environment that prioritises fairness and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Complaints Analyst in Manchester
✨Tip Number 1
Network like a pro! Reach out to your connections in the insurance industry, especially those who work with complaints handling. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of the Lloyd’s complaints processes. We want you to be the go-to expert during your interview, so practice explaining complex concepts in simple terms.
✨Tip Number 3
Showcase your problem-solving skills! Be ready to discuss specific examples where you've turned complaints into positive outcomes. This will demonstrate your ability to handle challenges effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our company.
We think you need these skills to ace Senior Complaints Analyst in Manchester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Senior Complaints Analyst. Highlight your experience in complaints handling and any relevant technical expertise. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific experiences that relate to the job description, especially your ability to manage stakeholder relationships and handle complaints effectively.
Showcase Your Communication Skills:As a Senior Complaints Analyst, strong communication is key. In your application, demonstrate how you've successfully conveyed complex information to various audiences. We love seeing examples of how you've built relationships with both internal teams and external stakeholders.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you're keen on joining the StudySmarter family!
How to prepare for a job interview at Canopius
✨Know Your Stuff
Make sure you brush up on your knowledge of complaints handling and the Lloyd’s complaints processes. Familiarise yourself with the specific insurance products mentioned in the job description, as well as any recent changes in regulations that might affect them.
✨Showcase Your Communication Skills
As a Senior Complaints Analyst, you'll need to communicate effectively with various stakeholders. Prepare examples of how you've successfully conveyed complex information in the past, especially to those at different levels, including regulators.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss how you've identified root causes of complaints and implemented improvement actions. Think of specific instances where your interventions led to better outcomes for customers, as this will highlight your analytical skills.
✨Build Rapport
Since building strong working relationships is key, prepare to talk about how you've engaged with both internal teams and external partners. Share examples of how you've managed stakeholder expectations and resolved conflicts to show your collaborative spirit.
