Senior Complaints Operations Leader

Welcome to Hastings Direct. We’re a digital insurance provider with ambitious plans to become the best and biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues.

As Senior Complaints Operations Leader, you’ll be responsible for leading a large-scale complaints operation across Retail Insurance and Claims, with accountability for delivering fair customer outcomes, meeting regulatory requirements, driving operational performance and creating a culture of continuous improvement.

As a key member within our Complaints Leadership Team, you’ll shape complaint strategies, influence broader business improvements and work closely with Claims, Customer Operations, Risk, Compliance and Learning & Development to reduce complaint demand and improve customer experience.

Job details – you’ll need to have demonstrable experience in:

• Operational Leadership – leading and developing a team of Operational Leaders responsible for complaint handling operations, creating a high-performing culture focused on accountability, customer outcomes and employee engagement.
• Customer and Regulatory Outcomes – ensuring complaints are handled fairly, consistently and in line with FCA DISP requirements and Consumer Duty expectations.
• Insurance and Claims Expertise – providing senior operational leadership across both Retail Insurance and Claims complaints.
• Performance Management – owning the delivery of operational KPI’s including complaint volumes, resolution times, ombudsman overturn rates, customer outcomes, quality measures, employee engagement, cost efficiency.
• Continuous Improvement – challenging existing processes and identifying opportunities for automation, digitisation and simplification.
• Stakeholder Management – building strong partnerships, representing complaints within governance forums and strategic business initiatives.

Essential skills/experience:

• Significant operational leadership experience within complaints, customer operations, claims operations or conduct-focused environments.
• Proven experience of managing senior operational leaders.
• Strong understanding of FCA complaint handling requirements and Consumer duty.
• Track record of leading change, transformation and continuous improvement programmes.
• Strong understanding of Retail Insurance products and Claims knowledge.

The interview process:

• Recruiter intro/screening call
• 1st stage interview with hiring leader
• 2nd interview with hiring leaders leader

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive. We also welcome applications through the Disability Confident Scheme (DCS).

Benefits:

• Flexible working – we champion a flexible hybrid working approach.
• Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus.
• Physical wellbeing – Hastings pay for you to receive private medical Insurance.
• Financial wellbeing – life assurance cover, income protection, and matched pension contributions.
• Mental wellbeing programme – access to mental health support and resources.
• 27 days annual leave + bank holidays, with the option to buy or sell one of your weeks.

Join us and you’ll find a different way of doing things. We call it the 4Cs. Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their background.