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- Tasks: Manage and resolve complaints in the Accident & Health Business Travel Assistance services.
- Company: Join International SOS, a leader in global health and security solutions.
- Benefits: Competitive pay, comprehensive benefits, and opportunities for travel.
- Why this job: Make a real difference by ensuring customer satisfaction and service excellence.
- Qualifications: Experience in complaints management and strong communication skills required.
- Other info: Dynamic workplace with a focus on innovation and collaboration.
The predicted salary is between 36000 - 60000 £ per year.
At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities.
Join our dedicated team as a Quality and Complaints Specialist based in London, where you will play a pivotal role in managing and resolving complaints related to Accident & Health (A&H) Business Travel Assistance services. This position ensures that customer grievances are addressed fairly, promptly, and transparently, conforming closely to regulatory standards such as the UK FCA Dispute Resolution (DISP) rules and Consumer Duty requirements.
As a vital part of the operations team, you will collaborate closely with the Global Service Delivery Director, Operations, and the Medical team. Your focus will include monitoring service delivery quality and overseeing an efficient, cost-effective complaint case management process. In addition, you will spearhead the implementation and supervision of the quality assurance programme for the service delivery platform across our global projects.
Responsibilities:- Provide comprehensive functional oversight of quality assurance and complaint resolution processes across the global service platform.
- Manage and resolve complaints submitted by policyholders, brokers, and assistance partners throughout the UK and Europe with professionalism and due diligence.
- Conduct thorough investigations into complex cases, collaborating closely with assistance teams, claims, and underwriting to identify root causes.
- Ensure all complaint responses strictly comply with FCA DISP rules and other applicable regulatory standards.
- Maintain accurate, detailed records within the Complaints Management System to support transparency and continuous improvement.
- Generate insightful reports on complaint trends, root cause analyses, and service improvement recommendations.
- Engage actively in complaint management procedures, facilitating timely resolutions and appropriate escalations as required under agreed operating frameworks.
- Develop and recommend process improvements and contribute to the design and delivery of staff training sessions to enhance complaint handling capabilities.
- Monitor Voice Of our Subscriber (VOOS) surveys and Net Promoter Score (NPS) results; conduct thorough reviews of subscriber feedback, including necessary follow-ups to complete investigations.
- Prepare and present monthly quality assurance reports to senior management, highlighting areas of success and opportunities for enhancement.
- Coordinate adherence to planned audit schedules including call reviews, case audits, and client procedure checks to ensure ongoing compliance and service excellence.
- Guarantee that the platform operates in alignment with the International SOS Assistance Center Standards, fostering trust and reliability in service delivery.
- Strong knowledge of Accident and Health insurance services, preferably with experience in Business Travel services.
- Familiarity with FCA regulations and complaints handling standards.
- Excellent communication and negotiation skills.
- Analytical mindset with ability to identify trends and propose solutions.
- Typically 2–3 years’ experience in complaints management within insurance or assistance services.
- Knowledge of NPS methodology advantageous.
- Able to identify areas to improve performance and motivate.
- Excellent written and spoken English, fluency in other languages is an advantage.
- Competitive compensation package reflecting your skills and experience.
- Comprehensive employee benefits designed to support wellbeing and work-life balance.
- Opportunities to engage in occasional travel, enriching your experience and exposure within our global network.
By joining International SOS, you will contribute to a global network dedicated to protecting people and organisations. We offer a dynamic and respectful workplace where expertise, innovation, and collaboration drive our success. International SOS has been awarded as a Top Employer in the UK by the Top Employer’s Institute (TEI) for 2025.
Quality and Complaints Specialist in London employer: International SOS
Contact Detail:
International SOS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality and Complaints Specialist in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their mission, especially around customer care and complaint resolution, so you can show how you align with their goals.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to handling complaints and quality assurance. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at International SOS.
We think you need these skills to ace Quality and Complaints Specialist in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Quality and Complaints Specialist role. Highlight your experience in complaints management and any relevant knowledge of FCA regulations. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a perfect fit. We love seeing genuine enthusiasm, so let your personality come through!
Showcase Your Communication Skills: Since this role involves a lot of communication, make sure your written application reflects your excellent communication skills. Keep it clear, concise, and professional. We appreciate well-structured applications that are easy to read!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you'll find all the details you need about the role and our company there. We can't wait to hear from you!
How to prepare for a job interview at International SOS
✨Know Your Stuff
Make sure you brush up on your knowledge of Accident and Health insurance services, especially in relation to Business Travel. Familiarise yourself with FCA regulations and complaints handling standards, as these will likely come up during the interview.
✨Showcase Your Communication Skills
As a Quality and Complaints Specialist, excellent communication is key. Prepare examples of how you've effectively resolved complaints in the past, highlighting your negotiation skills and ability to handle difficult situations with professionalism.
✨Be Analytical
Demonstrate your analytical mindset by discussing how you've identified trends in complaints or service delivery in previous roles. Be ready to propose solutions or improvements based on your findings, as this shows you're proactive and solution-oriented.
✨Engage with Their Values
Research International SOS and understand their mission of protecting and saving lives. During the interview, express how your values align with theirs and how you can contribute to their goal of providing exceptional service and support.
