At a Glance
- Tasks: Lead a team to manage global complaints across diverse insurance products.
- Company: Join a forward-thinking insurance company committed to customer fairness.
- Benefits: Enjoy hybrid working, competitive salary, and comprehensive health benefits.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real difference in customer experiences and drive positive change.
- Qualifications: Strong communication skills and experience in complaints handling required.
The predicted salary is between 50000 - 60000 £ per year.
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 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.
Benefits and EEO: We offer all employees a comprehensive benefits package that focuses on their whole wellbeing. This includes hybrid working, a competitive base salary, non-contributory pension, discretionary bonus, insurances including health (family) and dental cover, and many other benefits to enhance financial, physical, social and psychological health. We are fully committed to equal employment opportunities for all applicants and providing employees with a work environment free of discrimination and harassment. All employment decisions are made regardless of age, sex, gender identity, ethnicity, disability, sexual orientation, socio‑economic background, religion or beliefs, marital or caring status, or any other status protected by the laws or regulations in the locations where we operate. We encourage and welcome applicants from all diverse backgrounds. We make reasonable adjustments throughout the recruitment process and during employment. Please let us know if you require any information in an alternate format or any other reasonable adjustments.
Senior Complaints Analyst employer: Canopius
At Canopius, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee wellbeing and professional growth. Our comprehensive benefits package, including hybrid working options and a focus on mental and physical health, ensures that our team members thrive both personally and professionally. Join us in London, where you will have the opportunity to make a meaningful impact in the insurance industry while collaborating with a diverse group of talented professionals.
