At a Glance
- Tasks: Lead and improve the complaints handling process, ensuring effective resolutions.
- Company: CFC, a dynamic insurance company with a supportive culture.
- Benefits: Competitive salary, career development, and a fun work environment.
- Other info: Join a team that values ownership, innovation, and collaboration.
- Why this job: Make a real impact by enhancing customer experiences and driving improvements.
- Qualifications: Experience in complaints handling and strong analytical skills required.
The predicted salary is between 56700 - 69300 £ per year.
We’re looking for an experienced complaints professional to take ownership of how complaints are handled at CFC. As our Complaints Lead, you’ll take responsibility for the end-to-end complaints journey, from notification and investigation through to resolution. You’ll make sure complaints are handled effectively and in line with CFC’s standards and regulatory requirements, while building robust reporting, root cause analysis and feedback loops that turn insight into meaningful improvement.
This is more than a case-handling role. You’ll become CFC’s internal subject matter expert on complaints, leading a small team and taking ownership of the wider operating model across process, technology and resourcing. You’ll work closely with stakeholders across the business, including Claims, to make sure we reach the right customer outcomes efficiently and effectively.
CFC is a place where people are trusted to take ownership, challenge the status quo and make things better. We’re high on ambition and low on ego, with an open, supportive culture where ideas are welcomed from every level.
About the role
- Own and continually improve CFC’s complaints handling processes and procedures, ensuring they meet internal standards and regulatory expectations.
- Lead, coach and develop a small team of complaints handlers and analysts, setting clear expectations and maintaining consistently high standards.
- Take ownership of the complaints operating model across process, technology and resourcing, ensuring the right capability and resilience are in place.
- Build strong relationships with key internal stakeholders, including Claims, to support effective investigation and resolution.
- Look for ways to improve the efficiency and effectiveness of complaints handling while delivering the right customer outcomes.
- Ensure CFC meets its regulatory reporting requirements.
- Develop robust root cause analysis and feedback loops, using complaints insight to identify themes and drive continuous improvement across the business.
- Provide guidance and judgement on complex or sensitive complaints and help develop CFC’s complaints capability as our underwriting activities continue to grow.
About you
You’ll be an experienced complaints handler or complaints team leader who’s ready to step up and take end-to-end ownership of the complaints function. Experience within the Lloyd’s market is essential, along with a solid understanding of the insurance lifecycle and claims handling processes.
You’ll also bring:
- Strong analytical, investigative and problem-solving skills, with excellent attention to detail and sound professional judgement.
- Confidence working with and influencing stakeholders, with the ability to challenge constructively and communicate your findings clearly.
- Strong written and verbal communication skills.
- The ability to use data and MI to spot trends, identify recurring issues and turn insight into improvements.
- Experience identifying root causes and control weaknesses.
- Experience producing and presenting MI and insights to stakeholders.
- Previous people management or leadership experience.
- Strong organisation and prioritisation skills.
- Experience within an FCA-regulated environment would be an advantage, as would the ability to assess processes, procedures and technology and recommend improvements.
Core Values
- Love what you do: We show up each day ready to take on the world. Our passion and intensity set us apart and makes the difference to our colleagues, customers, brokers and carriers.
- Challenge everything: We’re never afraid to question the way that things are done and we constantly challenge ourselves and others to makes things better.
- Have fun, be good: Insurance is a serious business, but we don’t take ourselves too seriously. We make it fun to work at CFC, we welcome all viewpoints, and we treat everyone how we would expect to be treated.
Complaints Lead employer: CFC Underwriting
CFC Underwriting is an exceptional employer that fosters a collaborative and innovative work culture in the heart of London. As a Finance Transformation Analyst, you will have access to extensive professional development opportunities, allowing you to enhance your skills while contributing to meaningful process changes that drive the company's success. With a focus on employee growth and a commitment to excellence, CFC Underwriting offers a dynamic environment where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CFC Underwriting. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CFC Underwriting before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CFC Underwriting:Your cover letter is your chance to shine! Tell us why you want to work at CFC Underwriting specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CFC Underwriting!
How to prepare for a job interview at CFC Underwriting
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
