-Day rate contract
Length minimum 3 months, likely to be extended beyond this
C.£375 outside IR35
Senior Complaints Analyst working with a top performing insurance group operating within the Lloyd’s market. You will manage escalated complaints, liaise with the FOS and Lloyd’s, support the Product Oversight Group, and prepare Conduct MI for governance committees. The role also involves monitoring Coverholder complaints and conducting root cause analysis to improve customer outcomes.
Key Responsibilities
- Manage high-risk consumer complaints, including FOS referrals, in line with FCA and Lloyd’s requirements.
- Produce quarterly Conduct Risk MI for governance committees and the Board.
- Monitor regulatory developments and communicate relevant changes to stakeholders.
- Support conduct risk projects, regulatory deadlines and underwriting queries.
- Coordinate Product Oversight Group meetings, papers and minutes.
- Monitor Coverholders, standardise oversight and conduct root cause analysis.
- Maintain exception reporting, identify control breaches and support remediation.
- Provide general compliance support and undertake ad hoc projects as required.
Key Skills and Experience
- Experience handling complaints within the FOS, Lloyd’s or a Lloyd’s Managing Agent.
- Strong conduct risk awareness and a commitment to delivering fair customer outcomes.
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Contract - Complaints Officer employer: Edenbrook Ltd.
Edenbrook Ltd. is an excellent employer, offering a dynamic work environment within the prestigious Lloyd's market. Employees benefit from a collaborative culture that prioritises professional growth and development, alongside flexible working arrangements that support work-life balance. With opportunities to engage with various departments and external stakeholders, this role promises meaningful contributions to governance while fostering career advancement in a supportive setting.
