Senior Lead - Complaint Outcomes in Maidstone

Location: Leicester or Bexhill (hybrid)

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.

We provide insurance for over four million customers, but we know there’s even bigger opportunity out there. If you’re excited about joining us and think you have some of what we’re looking for, even if you’re not 100% sure we would love to hear from you.

Role overview:

As our Senior Lead for Complaint outcomes, you’ll lead complaint oversight across areas of the business where complaint ownership sits outside of the central Complaints function. This role is critical in ensuring customers receive fair, consistent and high-quality complaint outcomes, regardless of where their complaint is managed. You’ll provide robust oversight and governance of complaint closures completed by operational teams and third-party suppliers, ensuring outcomes meet our highest standards, regulatory requirements and customer expectations. You’ll also be accountable for creating visibility of complaint quality, identifying emerging risks, challenging poor outcomes and driving sustainable root cause improvements across Retail Operations, Claims Operations and our strategic suppliers.

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

• Complaints Oversight and Governance – leading the oversight framework for complaints resolved outside the central function, providing independent review and assurance of complaint closures, ensuring complaint decisions, customer outcomes and redress are fair, consistent and aligned to FCA and Consumer Duty expectations.
• Supplier Complaint Oversight – providing oversight of complaints resolved directly by key suppliers including repair networks, vehicle replacement providers and any other customer-facing partners.
• Quality and Customer Outcomes – owning the quality framework for complaints resolved outside the central Complaints function, developing and embedding quality standards, calibration processes and outcomes reviews.
• Root Cause and Continuous Improvement – leading complaint root cause analysis across operational teams and suppliers, identifying recurring drivers of complaints, poor customer journeys and process failures.
• Influence and Stakeholder Management – building strong relationships with senior leaders across various business areas, acting as the recognised expert on complaint quality and customer outcomes.
• Regulatory and Conduct Risk – ensuring complaint management practices support compliance with FCA DISP requirements, Consumer Duty, Treating Customers Fairly principles and internal conduct risk frameworks.

Essential skills/experience:

• Extensive experience within operational complaints leadership within a regulated financial services or insurance environment.
• Strong understanding of motor and/or home claims operations highly advantageous.
• Significant experience of assessing complaint quality, customer outcomes, managing complaint governance, oversight and/or assurance functions.
• Proven track record of driving complaint reduction and root cause improvement activity.
• Strong understanding of FCA complaint handling requirements and Consumer Duty from a leadership and accountability perspective.

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).

Regrettably we are unable to offer sponsorship for this role.

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 (PMI).
• Financial wellbeing – providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%.
• Mental wellbeing programme – we have the thrive mental health app, our colleague assistance programme available 24/7.
• There's more! – 27 days annual leave + bank holidays, with the option to buy or sell one of your weeks.

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us.