Complaints Manager

Are you keen to work somewhere that’s stimulating and friendly with plenty of freedom to make a real impact? This could be the place for you! We are looking for a Complaints Manager to join us at INSHUR! We’re based in sunny Brighton, and our company embraces a hybrid working model, allowing you to thrive in both collaborative office settings and the comfort of your own home. You’ll have the opportunity to work remotely while also connecting with your colleagues at our Brighton office once a week as needed, fostering a dynamic and supportive environment.

Supported by (and reporting to) the Head of Compliance, you'll be joining a friendly legal and compliance team who believe that a strong culture of compliance goes beyond adhering to rules and regulations and must be integrated with everything we do. How we conduct ourselves is as critical to Inshur’s success as making the best products available to our customers. We value high performance and care deeply about making INSHUR a place where everyone is building something special, that we can all be proud of, while enjoying the ride.

What you’ll do

• Oversee processes and systems to ensure the efficient and effective resolution of customer complaints, addressing concerns promptly and maintaining compliance with regulatory standards.
• Champion the delivery of a first-class customer experience by guiding internal teams to ensure operations support an exceptional customer journey.
• Focus on complaints operations, ensuring compliance, and driving improvements to reduce complaints.
• Collaborate across all levels of the organisation, providing expert handling, guidance, and oversight to ensure the fair treatment of customers.

Complaints Operations & Policy

• Build and execute a clear complaints strategy aligned with growth goals.
• Support complaints and disputes using industry best practices.
• Investigate complaints, ensuring dispute resolution (DISP)/regulatory compliance and expert resolution for complex cases.
• Identify root causes to recommend actionable improvements and reduce complaints.
• Perform risk-based Quality Assurance and oversee training to maintain complaint-handling competence.
• Ensure FCA reporting requirements are met with accurate and timely submissions.

Customer Experience

• Advocate for customer-centric improvements to enhance outcomes.
• Provide insights into customer needs, mapping journeys to identify key improvement areas.
• Support initiatives to boost satisfaction metrics like NPS and CSAT.

General Responsibilities

• Continuously review and refine processes to drive efficiency and improve complaints oversight.
• Embed a culture of accountability and learning to mitigate recurring issues.
• Report on complaints trends and recommend improvements to leadership.
• Coach and develop stakeholders, ensuring alignment with complaint-handling standards.
• Contribute insights to projects and initiatives to support good customer outcomes.

The position provides challenging and rewarding opportunities to support a variety of business partners and to be involved in various aspects of the business.

We'd love to hear from you if you have …

• Proven ability to work independently in a complaints role within an FCA-regulated business, building processes and workflows that handle personal or commercial lines insurance products such as Motor, Breakdown, Medical, or Business insurance.
• Deep working knowledge of all insurance-related areas and claims operations.
• Detailed understanding of Dispute Resolution (DISP) and other regulatory rules e.g. Data Protection/Vulnerable customers and experience of working closely with external regulators, ideally including the Financial Ombudsman Service.
• Excellent communication skills, with the ability to empathetically and professionally deal with customers who have had a reason to complain.
• Experience of corporate risk and compliance requirements in a business scenario with particular reference to insurance start-ups and/or digital verticals.
• A continual learner, wanting to know all there is about the industry, customers, other teams, and marketing best practices.
• Able to translate technical concepts into easy-to-understand language, or the ability to identify and recommend solutions to improve processes and operational practice.
• Adaptable to constant change and able to see the bigger picture, yet understand the details.

You’ll love it here if you:

• Thrive navigating ambiguity and finding clarity in uncertain situations.
• Take pride in being accountable and owning your responsibilities.
• Enjoy a fast-paced environment where change happens quickly.
• Are solutions-focused and driven to overcome challenges.
• Embrace resilience and adapt to setbacks with a positive attitude.
• Are intellectually curious, constantly seeking to learn, explore new ideas, and not afraid to question and improve your understanding.

You may not enjoy working here if:

• You prefer a more structured, slow-moving environment.
• You feel most comfortable when tasks and processes are clearly defined from the start.
• You struggle with handling multiple challenges at once or adapting to frequent changes.
• You tend to stick strictly to your defined role and avoid contributing outside of your responsibilities.

What to expect from the process:

• 30-minute video call with the Talent Team to discuss the role and your experience.
• 60-minute video call with the Head of Compliance & one other relevant senior employee to delve into the role, including technical questions and an opportunity for you to ask questions.
• A brief take-home task followed by a 45-60 minute in-person interview with the Head of Compliance, Director of Insurance UK, and People Partner to review the case study and assess team fit.

What we offer

• Flexible budget for this role, taking into account previous experience and location of work when agreeing on the final offer.
• Stock options and monthly pension contributions.
• 30 days of holiday annually, plus bank holidays.
• Private healthcare for you and your family, including pre-existing conditions.
• Life insurance at 3x your salary.
• 13 weeks parental leave at full pay for new parents.
• Workplace nursery scheme allowing you to pay fees pre-tax.
• Ride to work scheme.
• Workplace pension scheme to help you save for retirement.
• Flexible working hours to suit your lifestyle.
• £500 annual personal training allowance plus regular learning opportunities on a variety of topics.
• £40 monthly wellbeing allowance to keep you healthy.
• 24/7 Employee Assistance Program, covering you and immediate family members—offering crisis support, counselling, legal advice, menopause CBT, and more.
• Office massages to keep those shoulders relaxed.
• Provision of a laptop, monitor, and top-of-the-range kit.

About Us

INSHUR is on a mission to be the leader in insurance solutions for the on-demand economy, making coverage fair and accessible for drivers. Cutting-edge technology and deep insurance know-how underpin our revolutionary offering for on-demand drivers, keeping premiums affordable and delivering results for partners. With a focus on embedded insurance solutions and complementary technology integrations for digital platform providers, we’ve been helping drivers stay on the road since 2016 through our data, technology, and in-house insurance expertise.

Backed by some of the most forward-thinking VCs, we have secured over $70 million in funding as well as the acquisition of US MGA & Broker American Business Insurance in 2023. We have exciting plans to continue growing our portfolio and product lines and expand to new territories in the future.

As a global team of around 250 people based across the US, UK, and the Netherlands, we value: Generosity, inclusivity, open-mindedness, and diversity; Delivering great results and learning in the open; Freedom to make long-term, high-impact decisions; The wellbeing of our teammates and the people around us; And… Enjoying the ride!

Equal opportunities

At INSHUR, we believe that having a diverse team where everyone can bring their authentic selves to work is key to our success. We’re passionate about creating equal opportunities and making the tech industry a better place for all and we don’t discriminate based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age.

Our Brighton office is child-friendly, dog-friendly, and fully wheelchair-accessible. While this position is advertised as full-time, we’re flexible on specific arrangements and happy to discuss options like part-time, job-sharing, or other flexible work setups for the right candidate. If you need any adjustments during the interview process, please let us know, and we’ll do our best to accommodate your needs.