At a Glance
- Tasks: Lead oversight of complaint outcomes and ensure high-quality resolutions across the business.
- Company: Join Hastings Direct, a digital insurance provider with ambitious growth plans.
- Benefits: Hybrid working, competitive salary, and opportunities for professional development.
- Other info: Collaborative environment with strong focus on continuous improvement and career growth.
- Why this job: Make a real impact on customer satisfaction and drive improvements in complaint handling.
- Qualifications: Extensive experience in operational complaints leadership within regulated financial services.
The predicted salary is between 40500 - 49500 £ per year.
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. The fact you're now reading this job advert means we've tempted you to find out more about #lifeatHD - we really hope you like what you see, and you'll join us to share in the success of the exciting chapter that lies ahead.
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:
- 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, creating and maintaining robust quality assurance and governance processes across all complaint closure activities and identifying and escalating conduct, customer outcome or regulatory risks.
- Supplier Complaint Oversight: providing oversight of complaints resolved directly by key suppliers including repair networks, vehicle replacement providers and any other customer-facing partners, ensuring our strategic partners are delivering complaint outcomes consistent with our high standards, challenging supplier decisions where they don't meet these, implementing oversight mechanisms to monitor complaint quality, consistency, timeliness and customer outcomes, establishing regular performance and governance reviews with suppliers and ensuring complaint learning and trends are embedded within the supplier process.
- 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, delivering regular thematic reviews to identify inconsistencies and areas for improvement, working closely with operational leaders to improve complaint decision-making capability and driving consistency of complaint handling and customer outcomes across multiple areas of the business.
- 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, influencing operational and supplier leaders to take ownership, ensuring complaint insights translate into measurable reductions and driving improvements across key customer journeys.
- 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, providing robust challenge where customer outcomes fall below expected standards and influencing decision making at a senior leadership level.
- 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, identifying emerging regulatory risks and implementing appropriate controls.
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, with experience of working with third-party suppliers and outsourced service providers.
- Significant experience of assessing complaint quality, customer outcomes.
Senior Lead - Complaint Outcomes in Leicester employer: hastingsdirect
Hastings Direct is an exceptional employer that prioritises employee growth and well-being, offering a flexible hybrid working model and a competitive bonus scheme. With substantial investments in technology and a strong focus on nurturing talent within a supportive culture, employees have the opportunity to thrive in their roles while contributing to meaningful projects that impact millions of customers. Join us in Leicester, Bexhill, or London, and be part of a dynamic team that values innovation and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Lead - Complaint Outcomes in Leicester
✨Dive Into Industry Networking Events
Get your foot in the door by attending insurance industry events and conferences. Not only will you learn about the latest trends, but you'll also meet potential employers and industry peers. Check out local chapters of professional bodies like the Chartered Insurance Institute for valuable meetups.
✨Use LinkedIn to Your Advantage
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✨Look Out for Graduate Schemes
Many firms in insurance have structured graduate programmes. Keep an eye on application windows and utilise your university's career services for insider tips. These schemes are designed to develop talent and often lead to permanent roles after your initial training.
✨Leverage Your Current Connections
Got friends or family in the industry? Now’s the time to reach out! Personal referrals can give you a head start, so let them know you're on the lookout for full-time opportunities at places like hastingsdirect. Don’t shy away from asking for a coffee chat; you never know what doors it might open!
We think you need these skills to ace Senior Lead - Complaint Outcomes in Leicester
Some tips for your application 🫡
Highlight Your Analytical Skills:In insurance, we love a candidate who can crunch numbers and analyse data effectively. When crafting your CV, make sure to showcase any relevant coursework or experiences that highlight your analytical abilities, especially if you’ve tackled risk assessment or financial modelling.
Showcase Industry Knowledge:Don’t be shy about your knowledge of the insurance sector! We want to see that you've done your homework on current trends, regulations, and challenges in the industry. Mention any relevant projects or studies you’ve completed that demonstrate your understanding of the field in your cover letter.
Craft a Compelling Cover Letter:Your cover letter should tell us why you’re passionate about insurance. Share any personal experiences or what drew you into this profession. We’re looking for enthusiasm and a clear motivation for why you want to be part of our team at hastingsdirect.
Tailor Your CV for the Role:Don't just send a generic CV! Focus on tailoring it specifically for the insurance role at hastingsdirect. Highlight relevant skills such as risk management, customer service experience, or any certifications you've earned in the industry to make your application stand out.
How to prepare for a job interview at hastingsdirect
✨Know Your Numbers: Insurance Fundamentals
Brush up on your understanding of key insurance concepts, like underwriting principles and risk assessment. Expect the interviewer at hastingsdirect to throw some technical questions your way, so be ready to demonstrate your grasp of these essentials.
✨Showcase Your Analytical Side
In the insurance world, it's all about data. Prepare to discuss any analytical tools or methodologies you've used in past experiences. If you have a portfolio of projects where you've tackled complex data, bring that along to impress the team!
✨Prepare for Behavioural Questions
As a full-timer at hastingsdirect, they'll want to know how you handle real-life scenarios, not just theory. Think about challenges you've faced in teamwork or customer service, and how those experiences can relate to a career in insurance.
✨Know the Company Culture Inside Out
Understanding hastingsdirect's values and workplace culture is essential. Don’t just memorise their mission statement; think about how your personal values align with theirs. This will show your genuine interest in being part of their team long-term.
