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- Tasks: Manage and resolve complaints in Accident & Health services while driving service improvements.
- Company: Join International SOS, a leader in global health and security solutions.
- Benefits: Competitive salary, excellent benefits, and opportunities for travel.
- Other info: Dynamic workplace with a focus on innovation and collaboration.
- Why this job: Make a real impact by protecting lives and enhancing service quality.
- Qualifications: Experience in complaints management and strong communication skills required.
The predicted salary is between 36000 - 60000 £ per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. 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. Now, we're looking for talented individuals to join our team and make a difference.
About the role
In this role you will be managing and resolving complaints related to Accident & Health (A&H) Business Travel Assistance services, in line with regulatory requirements such as the UK FCA Dispute Resolution (DISP) rules and company standards. The role ensures fair, timely, and transparent resolution of customer grievances while identifying systemic issues and driving service improvements. You will be working in close collaboration with the Global Service Delivery Director, Operations and the Medical team; monitoring and assessing the delivery of a high-quality service, ensuring efficient and cost-effective case management. Your focus will be to implement and oversee the quality assurance programme for the projects' service delivery platform globally.
Key responsibilities
- Provide functional oversight to the quality assurance and complaint resolutions for the platform globally.
- Handle and resolve complaints from policyholders, brokers and assistance partners in the UK and Europe.
- Investigate cases thoroughly, liaising with assistance teams, claims and underwriting.
- Ensure compliance with FCA DISP rules and Consumer Duty requirements in complaint responses in the UK.
- Maintain accurate records in the Complaints Management System.
- Produce reports on complaint trends and root cause analysis.
- Be actively involved in complaint management, resolution and escalation as per agreed operating procedures.
- Recommend process improvements and support staff training.
- Monitor Voice of our Subscriber (VOOS) surveys and NPS and conduct necessary reviews of VOOS feedback, including follow up with subscribers to close out the investigation of the feedback.
- Prepare monthly quality reports.
- Ensure compliance with scheduled audit plans (call reviews, CQM case audits, client procedure audits).
- Ensure compliance of the platform to the International SOS Assistance Center Standards.
About you
- 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.
Benefits
- Excellent compensation and benefits.
- Some travel required.
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.
Start your journey with us today. Apply now!
Quality and Complaints Manager employer: International SOS
Contact Detail:
International SOS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality and Complaints Manager
✨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 how they handle complaints and quality assurance. This will help you tailor your answers and show you're genuinely interested.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to complaints management and service improvements. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team at International SOS.
We think you need these skills to ace Quality and Complaints Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Quality and Complaints Manager 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. Don’t forget to mention your analytical mindset and communication skills, as these are key for us.
Showcase Your Achievements: When detailing your experience, focus on specific achievements rather than just duties. Did you improve complaint resolution times or enhance customer satisfaction? We love to see quantifiable results that demonstrate your impact!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at International SOS!
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 Analytical Skills
Be prepared to discuss how you've identified trends and proposed solutions in past roles. Think of specific examples where your analytical mindset has led to improvements in complaint management or service delivery.
✨Communicate Clearly
Since excellent communication is key for this role, practice articulating your thoughts clearly and concisely. You might even want to rehearse common interview questions with a friend to ensure you can express your ideas effectively.
✨Demonstrate Your Problem-Solving Ability
Prepare to share examples of how you've handled difficult complaints or resolved conflicts in the past. Highlight your negotiation skills and how you’ve managed to turn a negative situation into a positive outcome.